Revamp of On-Call After-Sales Service in US Market Generative AI Improves Customer Satisfaction and Reduce Employees' Workload

Press Information

・ Generative AI and voice recognition automate responses to inquiries, improving the quality and speed of responses
・ In future, the MHI Group will incorporate device monitoring and AI-based optimization of operations into all of its after-sales services to further improve quality

Tokyo, December 18, 2025 - Mitsubishi Heavy Industries (MHI) Group has carried out a drastic revamp of its on-call after-sales service (24-hour phone support) in the US market. Recently, Mitsubishi Heavy Industries Machinery Systems, Ltd. (MHI-MS) has introduced a new system that improves customer satisfaction while reducing employees' workloads. Under the Group's digital innovation brand, ΣSynX (Sigma Syncs)(Note), generative AI and digital technology are used to achieve more efficient, higher-quality responses to customer inquiries. In future, the Group's policy will be to incorporate device monitoring and AI-based optimization of operations into all of its after-sales services to further improve quality.

The Group's on-call support is a key point of contact for customers, answering inquiries about the operation of products 24 hours a day, 365 days a year. With the Group's business expanding in overseas markets, there has been an urgent need to improve the efficiency and quality of this support. This addresses the issues of operator workload, variance in quality due to skill gaps, and the work involved in registering call records that were faced under the previous system.

MHI-MS, a part of the MHI Group, conducted a drastic review of operational processes, incorporating the following systems featuring a combination of digital technologies such as response assistance through generative AI. This has achieved various effects.

Systems

• Centralized management of conversations with customers and accurate storage of inquiry details.
• Automated routing of calls, automated transcription of conversations through voice recognition, and summarization and registration using AI.
• AI-based suggestion of answers to operators from stored data.
• Fast searching of necessary information from technical documents, improving accuracy of answers.

Effects

• Automation with AI enables calls to be recorded more efficiently. The number of recorded calls more than tripled from 150 per month to 500 per month.
• Suggestion of answers to operators improved the answering speed and accuracy. It also helped to reduce operators' workload and achieve consistent quality.

The MHI Group will work to link operational, maintenance, and inspection data and transition to smart services for all services associated with its machinery products, with the aiming to optimize machinery operation of its machinery products and further improving the efficiency of its after-sales service operations. Through these initiatives, the MHI Group will build systems that are not dependent on humans, bring about thorough improvements in consistency of quality and efficiency of operations, and further increase the Group's global competitiveness.

• ∑SynX is a digital innovation brand that aims to create new value by "Smart Connections" a wide variety of machinery products and services through digital technology.

Related Information

• ΣSynX "Smart Connections" Provides Solutions for the Various Challenges Facing Society
  https://www.mhi.com/news/23100501.html
• Development of "CUSTOMER PORTAL" for Printing & Packaging Machines
  https://www.mhi.com/jp/technology/review/sites/g/files/jwhtju2326/files/tr/pdf/e593/e593120.pdf

About MHI Group

Mitsubishi Heavy Industries (MHI) Group is one of the world's leading industrial groups, spanning energy, smart infrastructure, industrial machinery, aerospace and defense. MHI Group combines cutting-edge technology with deep experience to deliver innovative, integrated solutions that help to realize a carbon neutral world, improve the quality of life and ensure a safer world. For more information, please visit https://www.mhi.com or follow our insights and stories on spectra.mhi.com.

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