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Mobilus Corporation, a developer and provider of CX solutions for contact centers, is pleased to announce that FANCL Corporation has introduced its vector search chatbot, “MOBI BOT AI Vector Search,” to improve the quality of customer service and streamline inquiry operations.
“MOBI BOT AI Vector Search” has been introduced to the chat support on the “FANCL Online” FAQ (Frequently Asked Questions) site and the official LINE account “FANCL Customer Support,” with the inquiry chat service starting operation on January 1, 2026. Mobilus also plans to support the introduction of chat support on the FAQ site of the “Attenir Official Online Shop,” a sister brand of the FANCL Group, within fiscal year 2026.
In preparation for this implementation, a proof of concept (PoC) was conducted in December 2025 using chat support on the “FANCL Online” FAQ site and the official LINE account “FANCL Customer Support.” As a result, the number of inquiries completed increased by approximately 20% compared to the previous chatbot.
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Furthermore, the system also promoted self-resolution by users, reducing the number of responses required by manned operators, and other results in improving the efficiency of inquiry operations, leading to its official implementation.
Through this implementation, Mobilus will support FANCL in providing optimal answers tailored to the questions of each individual user, thereby promoting the efficiency of contact center operations while increasing convenience and satisfaction.
Background to the introduction and proof of concept (PoC)
FANCL, a major cosmetics and supplement manufacturer, has a vision for customer service: “Providing the best customer experience (CX) to each and every customer.” The company places importance on responding through channels tailored to user needs, and is considerate of a wide range of customers, including its core customer base of people in their 40s and older, who are particularly prone to anxiety about digital operations. By offering a variety of methods, including telephone, email, web chat, FAQs, and an official LINE account, the company has created an environment that is easy for a wide range of age groups to use.
FANCL has been supporting users in resolving their issues smoothly by using chatbots on its website and speeding up FAQ updates on its official LINE account. However, because previous chatbots were based on keyword matching, when users asked questions in free text or used words or similar words that were not in the FAQ, they were unable to provide appropriate answers, which led to issues such as users being unable to resolve their issues themselves.
As a result, users seeking urgent solutions were increasingly turning to telephone or manned chat, increasing the workload on operators. However, with rising labor costs and labor shortages as a backdrop, there was a limit to how much improving response capabilities could be achieved by increasing the number of operators, and a new system was needed to reduce the burden on both users and contact centers.
Against this background, FANCL was considering introducing a chatbot capable of providing highly accurate answers, aiming to operate a contact center that would encourage users to solve their problems themselves without increasing staff, thereby improving convenience and satisfaction. Mobilus’ “MOBI BOT AI Vector Search” was selected as a possible solution to the problem.
“MOBI BOT AI Vector Search” is a chatbot that uses AI to perform vector search, and can handle ambiguous customer expressions and similar words, searching for and presenting semantically similar answers from FAQs with a high degree of accuracy. Because it can understand the intent of questions even when searched using natural sentences, it reduces the confusion and effort required when searching, enabling users to resolve their questions themselves smoothly and providing a comfortable inquiry experience.
Mobilus worked with FANCL to consider introducing “MOBI BOT AI Vector Search,” including a PoC period in December 2025. As a result of the study, “MOBI BOT AI Vector Search” was introduced to the chat support on FANCL’s “FANCL Online” FAQ site and the chat support on FANCL’s official LINE account, “FANCL Customer Support,” creating a chat window where users can ask questions in natural language.
This enabled free-text searches and the ability to handle ambiguous expressions in chat support, improving search accuracy and response and completion rates. Furthermore, results were seen in the rate of contact with live chat operators when issues remain unresolved. It was determined that smoother self-resolution by users was expected, and that reducing contact with live operators when issues remain unresolved would improve the efficiency of inquiry operations. Therefore, the full implementation will begin on January 1, 2026.
SOURCE: PRTimes
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