Gomumari launches AI-driven database service for customer complaints

Gomumari Co., Ltd., based in Tokyo, has announced the launch of a new specialized AI-BPO service designed to transform customer complaints, Voice of the Customer (VoC), and claims into searchable databases. Starting October 25, 2026, the service will process existing inquiry histories and response records provided in formats such as Excel, CSV, or PDF.

The service utilizes AI to categorize the content of complaints, the progress of responses, and the final answers provided to customers. To ensure accuracy, the process includes human verification to establish classification systems and validate AI-generated results. Each entry will include the specific reasoning or evidence from the original text used to make the classification.

Once processed, the data is registered into the client's existing infrastructure, allowing for aggregation by product, content, or department. This aims to solve common issues in contact centers where inconsistent recording methods make it difficult to leverage past knowledge or identify trends. Pricing for the service starts at 300,000 yen, with an estimated delivery time of two weeks.