日本語 
hacomono Co., Ltd., which provides the all-in-one management system “hacomono” for wellness/exercise facilities, has launched “hacomono AI Manager,” an AI customer service support product that enables anyone to provide customer service tailored to the individual membership goals and expectations of each member.
As store operations become more digitized and labor-saving, the value of the time freed up by systems is expanding from mere efficiency to “creating a better member experience.” We believe that reinvesting that time into communication that only humans can provide will lead to personalized customer service and long-term customer retention, and that’s why we developed this product. By having the AI suggest “what to say” to target members that the store has set in advance, it supports personalized customer service for each member without relying on experience or intuition.
Background of Development
In fitness facilities, communication within the first two months after joining is said to be crucial for ensuring members continue using the facility (improving LTV). However, even though staff understand the importance of customer service, they are often too busy with daily tasks to consistently reach out to each member at the optimal time.
To solve these on-site challenges and create an environment where everyone can practice “customer service that only humans can provide,” hacomono developed “hacomono AI Manager.”
By having AI complement the experience and intuition of each staff member, the aim is to reproduce customer-focused service throughout the entire store.
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Four challenges that were occurring on-site:
Not noticing members who should be approached
Even when members who have just joined or whose usage frequency has decreased come in, busy staff members may not notice them and are unable to approach them at the appropriate time.
If you don’t understand each member’s reasons for joining or their expectations, you end up providing uniform greetings and responses, making it difficult to tailor service to each individual.
The burden of recording customer service details on a PC after each interaction is significant, preventing the accumulation of interaction history and making information sharing among staff difficult.
The inability to visualize the results of customer service makes it difficult to understand how customer service contributes to retention rates and return visit rates, hindering staff training, store improvements, and appropriate evaluation.
Source: PRTimes
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