What was the purpose of the survey conducted by Foonz Inc.?

The survey aimed to understand the "boundary between tasks companies want to leave to AI and tasks they do not want to leave to AI" among companies implementing AI for customer inquiry support.

Who was targeted in this survey?

The survey targeted managers and representatives involved in inquiry support for CS, call center operations, DX promotion, information systems, and business departments at companies with 100 or more employees.

When and how was the survey conducted?

The survey was conducted online via PRIZMA from March 18 to March 19, 2026, with 1,012 respondents.

What is the main concern highlighted by the survey's introduction?

The introduction highlights the increasing adoption of AI for customer support and the common dilemma faced by on-site staff regarding how much of the inquiry process can and should be automated by AI versus handled by humans.

What are the key questions the survey aimed to answer?

The survey aimed to determine the extent of tasks companies are willing to delegate to AI, identify tasks deemed essential for human intervention, and understand the ideal division of roles and conditions for switching to human support to maintain customer satisfaction.

AI News NQ Analysis

【調查】約九成受訪者認為AI客服應對有極限｜現場人員退避三舍的「人與AI的界線」為何？

NQ 評分 50/100

AI 摘要（NQ 加工版）

Foonz株式會社發表了關於企業中AI與人工應對界線的調查結果。

尚無 AI 分析資料。

常見問題

Q: What was the purpose of the survey conducted by Foonz Inc.?: A: The survey aimed to understand the "boundary between tasks companies want to leave to AI and tasks they do not want to leave to AI" among companies implementing AI for customer inquiry support.
Q: Who was targeted in this survey?: A: The survey targeted managers and representatives involved in inquiry support for CS, call center operations, DX promotion, information systems, and business departments at companies with 100 or more employees.
Q: When and how was the survey conducted?: A: The survey was conducted online via PRIZMA from March 18 to March 19, 2026, with 1,012 respondents.
Q: What is the main concern highlighted by the survey's introduction?: A: The introduction highlights the increasing adoption of AI for customer support and the common dilemma faced by on-site staff regarding how much of the inquiry process can and should be automated by AI versus handled by humans.
Q: What are the key questions the survey aimed to answer?: A: The survey aimed to determine the extent of tasks companies are willing to delegate to AI, identify tasks deemed essential for human intervention, and understand the ideal division of roles and conditions for switching to human support to maintain customer satisfaction.