Introduction: The Evolution of Customer Experience with AI

On February 27th, 2025, we had the opportunity to participate in a thought-provoking panel discussion at CIC Tokyo, organized by HirePlanner and Venture Café as part of their Global Gathering event. This session, titled "How to Revolutionize Customer Experience with GenAI?", aimed to explore how Artificial Intelligence (AI), specifically Generative AI (GenAI), is shaping the future of customer interactions.

The panel was moderated by Michael Makarov (Code Chrysalis) and featured two distinguished industry experts:

• Ryunosuke Tanaka – AI Enterprise Account Executive, Automation Anywhere
• Daniel O. Ferrández – AI Solutions – Customer Success Group Manager, Rakuten

The discussion covered a broad spectrum of topics, including:

• How GenAI is reshaping customer experience through automation and efficiency.
• The fine line between AI hype and real-world impact, including case studies on successful and failed AI implementations.
• The debate on "build vs. buy"—whether companies should develop AI solutions in-house or leverage pre-existing tools.
• Ethical considerations, AI bias, hallucinations, and human oversight in AI-driven decision-making.
• The future trajectory of AI in business, and how companies can strategically implement AI to stay competitive.

With a diverse audience ranging from AI professionals to business leaders and tech enthusiasts, the discussion provided valuable insights into the rapidly evolving AI landscape.

Key Takeaways: The Transformation of Customer Experience with GenAI

🚀 Productivity Gains: How AI is Reducing Manual Work

One of the most impactful discussions revolved around the ways AI-powered automation is cutting down time-consuming manual processes. A concrete example came from the automotive industry, where AI-driven automation reduced 5–10 hours of manual data entry and verification work to just 3 minutes. This transformation was achieved by automating the process of updating distributor documentation, ensuring that color changes, part modifications, and accessory updates were seamlessly managed without human intervention.

Such productivity gains are not limited to the automotive industry. Similar AI-powered solutions are being applied in customer service, e-commerce, and logistics, where businesses save millions by optimizing workflows.

🔥 AI Hype vs. Reality: Lessons from the Klarna Case

The panelists debated a critical issue in AI adoption: distinguishing between genuine innovation and overhyped claims. A compelling example was Klarna, a payment company that made headlines by announcing that its AI had automated 700 full-time jobs, leading to significant cost savings. However, closer analysis revealed that Klarna’s AI implementation was ineffective, forcing the company to rehire many of the positions they initially removed.

This case highlighted a crucial point: successful AI implementation requires more than bold claims—it demands thoughtful execution and real-world validation. The discussion emphasized the importance of prioritizing practical AI applications over mere publicity stunts.

🛠 Build vs. Buy: When Should Companies Develop AI In-House?

Not every company has the resources to develop AI solutions from scratch, leading to the "build vs. buy" dilemma. The panelists discussed different strategies:

• Large enterprises (e.g., Rakuten, Amazon) often have the capacity to build proprietary AI models tailored to their specific needs.
• Smaller companies may benefit from pre-built AI solutions like Zendesk, Salesforce, or industry-specific AI tools that can be easily integrated into existing workflows.
• Some companies opt for a hybrid approach, customizing pre-existing AI solutions to align with their unique business requirements.

The consensus? Choosing the right AI strategy depends on a company’s size, technical capabilities, and specific business goals.

💡 Human in the Loop: AI is Not a Replacement for Human Connection

Despite AI’s incredible advancements, there are situations where human intervention remains essential. The panelists highlighted an amusing yet insightful example from Airbnb, where a customer complained about a ghost haunting their rental. The customer demanded a full refund, even though the listing had explicitly mentioned the presence of a ghost.

Such cases illustrate that AI can’t handle every customer service scenario—there are moments when human judgment, empathy, and flexibility are necessary to resolve complex issues. This reinforces the idea that AI should enhance human interactions rather than replace them entirely.

Looking Ahead: The Future of AI in Customer Experience

As AI continues to advance, businesses are increasingly exploring how to integrate AI-driven solutions in ways that truly benefit customers. The discussion highlighted several emerging trends:

• AI-powered customer service copilots that assist human agents by providing real-time responses, sentiment analysis, and predictive insights.
• The growth of AI-driven automation in e-commerce, such as intelligent product recommendations, automated product descriptions, and dynamic pricing models.
• Increased focus on AI ethics, bias reduction, and transparency, ensuring that AI-driven decisions are fair and accountable.
• More companies leveraging AI for internal processes, such as employee performance tracking, workflow optimization, and automated decision-making.

The key takeaway? AI is not just a trend—it is a fundamental shift in how businesses operate. However, successful implementation requires strategic planning, careful execution, and a commitment to balancing automation with human oversight.

Final Thoughts & Acknowledgments

The HirePlanner x Venture Café Global Gathering panel was an incredible opportunity to discuss the real-world impact of AI in customer experience. A massive thank you to:

• Fabien, HirePlanner, and Venture Café for organizing such a fantastic event.
• Daniel O. Ferrández and Ryunosuke Tanaka for sharing their deep expertise and valuable insights.

As AI continues to evolve, conversations like this are essential for shaping its future. What are your thoughts on AI in customer experience? Is AI revolutionizing industries, or is there still a long way to go? Let’s continue the discussion!

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Note: this article was sourced from original event materials and written by the author with human-guided AI assistance.