Miraiya Shoten rolls out AI phone answering at 195 stores, cutting calls by about 70%
LINE WORKS announced that bookstore chain Miraiya Shoten has introduced its AI phone service LINE WORKS AiCall at 195 stores nationwide, cutting store phone handling by about 70%. The system listens to the caller and routes each request to an AI answer, an SMS link or staff follow-up. The figures come from the vendor's announcement.
Key points
- Rolled out in stages to 195 stores in about three months; phone work reportedly down about 70%
- Over 40% of product enquiries were automatically directed to the in-store stock search service Book Search
- Requests needing judgment are sent from a LINE WORKS bot to store smartphones, and staff call back
Background
Miraiya Shoten now sells stationery, general goods and capsule toys as well as books, so it gets many enquiries about release dates and arrivals, often requiring callbacks. Phone calls had the same priority as serving customers and the register, interrupting restocking and shelf work.
The company reviewed its phone handling when it switched store landlines to smartphones.
What it means for shops
For retailers and restaurants with many calls, handing routine questions to AI or an info page and keeping staff for cases that need judgment is becoming realistic. This is a large-chain case, though, and a small shop needs to weigh cost and operating effort separately.
What shops should do
- Log the reasons for calls for about a week to see how many are routine (hours, stock, reservations)
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Summaries are written by Seiichi Studio based on the original releases. Always check the source for the exact details.