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Plaid Inc. will jointly develop an “AI-BPO service” with SORAMICHI Inc., an official partner of Plaid Inc.’s CX platform “KARTE,” to redesign business processes in the CX domain using AI. This service will support companies from analysis to implementation in a seamless manner, with AI handling practical tasks such as analysis and implementation, allowing humans to concentrate on strategic planning and final decision-making, thereby contributing to the top-line growth of companies.
As companies advance their digital transformation (DX) and the adoption of customer data-driven marketing rapidly expands, securing specialized personnel capable of continuously and consistently managing the planning, implementation, and verification of these measures with high quality remains a serious challenge across all industries. Companies with large datasets and stringent operational requirements often find that even after implementing systems, they fail to translate data and AI utilization into business revenue growth. This challenge is reflected in national guidelines. In the “Digital Skills Standard ver. 2.0” published by the Ministry of Economy, Trade and Industry in April 2026, a new category called “Data Management,” responsible for data preparation and operation, was established, and skills related to AI implementation, operation, and AI governance were newly defined. This indicates that areas that companies should have as a system, rather than just individual skills, have become so indispensable that they are being standardized in national guidelines.
On the other hand, as AI becomes more widely used, practical tasks such as data analysis and drafting implementation plans are increasingly becoming replaceable by AI. Consequently, the value of areas that require “human expertise,” such as strategy formulation and final decision-making on policies, is relatively increasing. Entrusting practical tasks that can be handled by AI to AI, and allowing scarce human resources to concentrate on decision-making areas such as “why, what, and how to decide,” seems to be a realistic way to overcome the talent shortage.
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Against this backdrop, the two companies have established an operational model in which humans make the final decisions while AI supports the practical work. This will simultaneously address the challenges of AI implementation and operation talent shortages and governance issues, and lead to the joint development of a new standard for AI utilization in the data utilization and CX domains. They will provide an AI-BPO service that combines Plaid’s real-time data analysis platform and product suite with SORAMICHI’s track record in digital marketing and CX consulting, and AI agents (such as Google’s “Gemini Enterprise” and Anthropic’s “Claude”).
Specifically, SORAMICHI‘s AI operation platform “ATLAS” serves as the execution environment for AI agents. Through bidirectional connections (API and MCP) with external AI agents provided by Plaid‘s product suite, the AI agents directly execute operations such as segment setting, customer service strategies, event definition, and reporting. A key feature of this service is its ability to handle everything from data referencing and analysis to the execution of strategies in a seamless manner. The design ensures that only approved operations are reflected in the production environment, meeting the control requirements demanded by enterprise companies.
SOURCE: PRTimes
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