AI Role-Playing Service 'SAPI Roleplay' Introduced to AIFUL
Sapeet's generative AI training system 'SAPI Roleplay' was introduced to AIFUL's contact center. AI avatars reproducing customer emotions enable practical training, improving interaction quality and reducing training costs.
📋 Article Processing Timeline
- 📰 Published: April 22, 2026 at 20:00
- 🔍 Collected: April 23, 2026 at 00:02 (4h 2m after Published)
- 🤖 AI Analyzed: April 23, 2026 at 06:47 (6h 45m after Collected)
The generative AI-powered role-playing service "SAPI Roleplay" provided by Sapeet Inc. (Headquarters: Minato-ku, Tokyo, President & CEO: Eiji Tsukiyama, hereinafter "Sapeet") has been introduced to AIFUL CORPORATION (Headquarters: Shimogyo-ku, Kyoto, President & CEO: Mitsuhide Fukuda, hereinafter "AIFUL").
Background of Introduction
The contact center is a core operation that handles customer service from application to collection all at once. Particularly in interactions related to debt collection, it requires both the accuracy to confirm necessary items without omission and considerate communication tailored to the other party. That is why in the training field, it is important not only to memorize talk scripts but also to develop practical skills to respond flexibly according to the situation and lead to consensus building.
Under this background, AIFUL decided to introduce SAPI Roleplay with the aim of realizing the early practical application of new operators while maintaining interaction quality, and reducing training costs accordingly.
Deciding Factors for Introduction
Prior to full introduction, AIFUL conducted a trial utilization of SAPI Roleplay for over 30 people over two weeks. In a questionnaire conducted after the trial utilization, all respondents evaluated that "SAPI Roleplay leads to the improvement of interaction quality" (the sum of the top two answers out of a four-point scale). The points that were particularly highly evaluated among them are as follows:
Achieving both man-hour reduction and optimal scenario design with the scene creation AI function
SAPI Roleplay not only allows scenario design by setting items one by one, but also can automatically generate optimal role-playing scenes through a simple chat with AI. This function was highly evaluated for significantly reducing the time required for instructors to design scenarios and for being able to design role-playing content in line with on-site issues.
Practical role-playing possible with "Customer Emotion Setting"
The AI avatar serving as the role-play partner can be set to states such as "very angry", "hesitating", "in a hurry", "favorable", and "cold". It is possible to practice appropriate responses depending on the customer's emotions and situation even in the same scene. In fact, it was appreciated for being able to reproduce realistic and detailed conversations with customers, and it is expected to accelerate the early practical application of new operators through practice close to reality.
Improving interaction quality through objective and fair feedback
Since the AI evaluates the role-playing content, inconsistencies in viewpoints and standards among evaluators are eliminated, and consistent evaluation based on pre-set evaluation axes is possible. 92% of survey respondents answered that the feedback from AI was helpful, which is expected to lead to continuous skill improvement.
Comments from the Person in Charge at AIFUL
Through the trial, I felt that an environment where they can practice repeatedly without being bound by location or time lowers the psychological hurdle for new operators and leads to proactive learning.
These initiatives align with the direction of our company, which has a long-term vision of "Transformation into an IT Company - Aiming for a company that lasts 100 years", and we believe it will lead to building a foundation for the frontline to learn while interacting with AI and flexibly respond to the sophistication of operations. Moving forward, by establishing AI utilization as a daily routine through SAPI Roleplay, we aim to enhance our ability to respond to operational sophistication and further improve the quality of customer interactions.
Future Outlook
AIFUL plans to expand the use of SAPI Roleplay, starting with the debt collection department, to the sales department and group companies. Furthermore, we plan to utilize it not only for new employees but also for mid-level employees, aiming to improve interaction quality company-wide regardless of age or years of experience.
What is "SAPI Roleplay"?
SAPI Roleplay is a practical role-playing training system utilizing AI avatars. The main features are as follows:
■ Reduction of training man-hours through interactive training with AI avatars
Through dialogue with AI avatars of various personas, practical role-playing close to actual work can be conducted anytime. You can practice repeatedly at your own pace anytime without spending time adjusting schedules or securing the working hours of superiors and colleagues who would be face-to-face role-play partners.
■ Improvement of responsiveness through objective feedback by evaluation AI
It evaluates the role-playing content along pre-set evaluation axes and can clearly visualize issues. It provides fair and consistent feedback without being influenced by the evaluator's skills.
■ Automatic scenario creation by scene creation AI
Ideal role-playing scenes can be automatically generated and edited just by talking with AI. Since web information and internal manuals can also be imported, anyone can easily design practical scenarios suited to the frontline.
■ Review and comments on role-playing videos possible
Background of Introduction
The contact center is a core operation that handles customer service from application to collection all at once. Particularly in interactions related to debt collection, it requires both the accuracy to confirm necessary items without omission and considerate communication tailored to the other party. That is why in the training field, it is important not only to memorize talk scripts but also to develop practical skills to respond flexibly according to the situation and lead to consensus building.
Under this background, AIFUL decided to introduce SAPI Roleplay with the aim of realizing the early practical application of new operators while maintaining interaction quality, and reducing training costs accordingly.
Deciding Factors for Introduction
Prior to full introduction, AIFUL conducted a trial utilization of SAPI Roleplay for over 30 people over two weeks. In a questionnaire conducted after the trial utilization, all respondents evaluated that "SAPI Roleplay leads to the improvement of interaction quality" (the sum of the top two answers out of a four-point scale). The points that were particularly highly evaluated among them are as follows:
Achieving both man-hour reduction and optimal scenario design with the scene creation AI function
SAPI Roleplay not only allows scenario design by setting items one by one, but also can automatically generate optimal role-playing scenes through a simple chat with AI. This function was highly evaluated for significantly reducing the time required for instructors to design scenarios and for being able to design role-playing content in line with on-site issues.
Practical role-playing possible with "Customer Emotion Setting"
The AI avatar serving as the role-play partner can be set to states such as "very angry", "hesitating", "in a hurry", "favorable", and "cold". It is possible to practice appropriate responses depending on the customer's emotions and situation even in the same scene. In fact, it was appreciated for being able to reproduce realistic and detailed conversations with customers, and it is expected to accelerate the early practical application of new operators through practice close to reality.
Improving interaction quality through objective and fair feedback
Since the AI evaluates the role-playing content, inconsistencies in viewpoints and standards among evaluators are eliminated, and consistent evaluation based on pre-set evaluation axes is possible. 92% of survey respondents answered that the feedback from AI was helpful, which is expected to lead to continuous skill improvement.
Comments from the Person in Charge at AIFUL
Through the trial, I felt that an environment where they can practice repeatedly without being bound by location or time lowers the psychological hurdle for new operators and leads to proactive learning.
These initiatives align with the direction of our company, which has a long-term vision of "Transformation into an IT Company - Aiming for a company that lasts 100 years", and we believe it will lead to building a foundation for the frontline to learn while interacting with AI and flexibly respond to the sophistication of operations. Moving forward, by establishing AI utilization as a daily routine through SAPI Roleplay, we aim to enhance our ability to respond to operational sophistication and further improve the quality of customer interactions.
Future Outlook
AIFUL plans to expand the use of SAPI Roleplay, starting with the debt collection department, to the sales department and group companies. Furthermore, we plan to utilize it not only for new employees but also for mid-level employees, aiming to improve interaction quality company-wide regardless of age or years of experience.
What is "SAPI Roleplay"?
SAPI Roleplay is a practical role-playing training system utilizing AI avatars. The main features are as follows:
■ Reduction of training man-hours through interactive training with AI avatars
Through dialogue with AI avatars of various personas, practical role-playing close to actual work can be conducted anytime. You can practice repeatedly at your own pace anytime without spending time adjusting schedules or securing the working hours of superiors and colleagues who would be face-to-face role-play partners.
■ Improvement of responsiveness through objective feedback by evaluation AI
It evaluates the role-playing content along pre-set evaluation axes and can clearly visualize issues. It provides fair and consistent feedback without being influenced by the evaluator's skills.
■ Automatic scenario creation by scene creation AI
Ideal role-playing scenes can be automatically generated and edited just by talking with AI. Since web information and internal manuals can also be imported, anyone can easily design practical scenarios suited to the frontline.
■ Review and comments on role-playing videos possible