What happened
Itochu Techno Solutions (CTC) started operating an AI system for Tokyo Marine's call center in March. The system cuts the time a human agent spends on a customer call by up to roughly 30%. The company is also selling generative AI from U.S. startup Anthropic.
Why it matters
CTC is placing AI at the center of its growth strategy. The move shows that Japanese enterprises are beginning to deploy generative AI to reduce operational workload in customer-facing roles—a practical use case distinct from the hype around general-purpose AI systems.
What to watch
CTC faces competition from rivals such as NRI (Nomura Research Institute) and SCSK (a Sumitomo Corporation subsidiary) in the AI services market. How broadly CTC can scale its call-center solution and how much revenue it generates will signal whether this becomes a repeatable business model.
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