Chapter 5: Customer Support & CX—The Evolution from Chatbots to Autonomous Agents
5-1. From Cost Center to Value Driver For many Japanese companies, customer support has long been treated as a “cost center.” Call centers and inquiry desks are necessary, but the goal has traditionally been to minimize cost.However, research by Salesforce shows that 84% of customers consider the experience a company provides to be as important as its products and services. Customer support is no longer just an operational function—it directly shapes brand perception and cust
