Fujitsu Uses Generative AI to Upgrade Pension Chatbot

Fujitsu has started building a new AI chatbot service for the Japan Pension Service. It’s an upgrade of the existing ‘Pension Chatbot,’ which handles pension-related consultations and questions. Generative AI will be harnessed by the new release to generate as well as refresh the Q&A materials without any manual engagement. The project kicked off in November 2025, and the running will commence in April 2026. The system runs on Fujitsu’s ‘Uvance’ business model, focused on better communication between people and organizations.

The chatbot, which currently supports only Japanese, will soon handle English, Chinese, Korean, Portuguese, Vietnamese, and Tagalog too. This will make the service easier to use for more people and reduce the burden on staff who manually maintain Q&A data.

Right now, about 600,000 people use the Pension Chatbot every year. It’s simple and convenient, but frequent pension reforms mean staff have to keep updating Q&A content, sometimes multiple times a month. With generative AI, updates will happen automatically, cutting workload and improving response quality.

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In the future, the Japan Pension Service is going to enlarge the digital channels so that more pension tasks will be available online. Fujitsu will continue to assist this transition with their goal of creating a more seamless and trustworthy digital system that provides quicker answers to citizens and at the same time decreases the workload of the staff.