No More Waiting: TAPP Revolutionizes Customer Experience for Seminars with Salesforce 'Agentforce' in an Era Where 95% of GenAI Adopters Fail

TAPP Co., Ltd. (Headquarters: Minato-ku, Tokyo; President: Manabu Yamaji; hereinafter 'TAPP') and Salesforce Japan Co., Ltd. (Chairman and President: Shinichi Koide; hereinafter 'Salesforce') announced that TAPP has revamped the customer experience for its asset management seminar, 'Capital Hack,' by leveraging Salesforce's AI agent platform, 'Agentforce.' The implementation has yielded tangible business results, including a reduction of 100 inquiries per month, an inquiry resolution rate of approximately 90.3%, and the securing of 60 monthly attendees.

The Reality: '95% of GenAI Adopters Fail to See Results' According to the MIT report 'The GenAI Divide,' 95% of corporate generative AI projects fail to produce results that directly impact profits. While corporate AI investment has reached $30-40 billion, many organizations remain stuck in the pilot phase. Amid growing concerns over ROI, TAPP has successfully utilized Agentforce to generate concrete business outcomes.

Background of Agentforce Implementation Since its founding in 2016, TAPP has built a unique business model centered on real estate investment sales. Its seminar, 'Capital Hack,' has surpassed 150,000 total applicants. However, rapid growth led to an surge in inquiries, making it a management challenge to maintain the quality of customer experience. TAPP chose Agentforce to eliminate the moments where customers leave due to delays in human response, allowing staff to focus on higher-value tasks.

Business Results - Reduction of 100 inquiries per month: AI agents handle the influx of inquiries, allowing for operations with fewer personnel. - 90.3% resolution rate: 2,522 out of 2,794 inquiries regarding scheduling and benefits were resolved by AI. - 60 additional attendees per month: By instantly offering alternative dates, AI agents prevented cancellations, securing a 3% increase in total attendance.

Why TAPP Succeeded 1. Solid CRM Foundation: TAPP has used Salesforce as its core CRM since inception, managing the entire process from lead acquisition to contract. 2. Data Integrity: TAPP established strict rules ensuring that data is accurately and consistently entered into the system, enabling the AI to make precise judgments.

Future Outlook Moving forward, TAPP aims for 'TAPP Marketing 2.0,' planning to rebuild its CRM architecture with AI at the core to further enhance the entire customer journey from seminar participation to contract.