Gomumari launches AI database service for complaint and VoC records

Gomumari Inc. began offering a database service for complaint and voice-of-customer records on October 25, 2026, the company said. The offering is a specialised business AI-BPO service that classifies customer enquiries and complaints and delivers them as a searchable database.

Under the service, every record of a customer enquiry or complaint is tagged with its content, the handling process and the response, together with the basis for each classification. The delivered database lets users pull up similar past cases. Pricing starts at 300,000 yen, with delivery expected in about two weeks.

New enquiries received each month can continue to be classified and added through the company's business AI agent service, which is billed monthly. Gomumari said people decide the classification framework, while AI handles drafting, registration and tallying, and staff carry out spot checks.

Records where judgements diverge are not filled in by guesswork; they are listed for the customer to confirm. Gomumari said it analysed roughly 10,000 customer satisfaction survey responses, including free-text answers, for a major machinery manufacturer.

Survey points to gaps in VoC use

In a 2026 survey, 82.3% of respondents said using VoC was necessary, but only 23.6% said it was sufficiently useful in decision-making or improvement. A separate survey of 407 managers and operators at the same company found 73.9% of managers said veteran know-how had been turned into knowledge, against 26.4% of operators, according to ascii.jp.