MISUMI: 97-98% reduction in customer inquiry response time

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MISUMI: 97-98% reduction in customer inquiry response time

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MISUMI Group Inc. fully launched a generative AI-powered chatbot on 26 August 2025 to handle customer inquiries on its MISUMI e-Commerce site. The chatbot serves two key functions: technical support for product specifications and selection from over 30 million items, and customer service for cancellations, changes, and returns on each order. Available 24/7, the chatbot achieves a 97 to 98% reduction in average wait time compared to traditional operator support. Technical support inquiries alone amount to approximately 100,000 cases annually within Japan. Prior to the AI chatbot, the average wait time for answers was one hour (3,600 seconds). With the AI chatbot, an information-gathering AI searches the internal product database — including past inquiries, product details, specifications, and catalogs — and a generative AI provides a response. Average response time was reduced to 40 seconds — a 98% reduction. For post-order customer service inquiries, the AI can access individual order information to handle cancellations, changes, and returns. The components MISUMI handles are integrated into automated machinery and equipment, so even a single delivery delay can significantly impact the production process. Customers voiced inconvenience including "Every inquiry is a hassle," "I want to ask questions outside of business hours," and "Even when I try to search for product information online, there's just too much data." MISUMI is advancing procurement DX (digital transformation) by leveraging cutting-edge digital technologies and data, positioning the chatbot as a service that eliminates wasted time customers spend waiting and enhances their Time Value.

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