E-Guardian Inc. (https://www.e-guardian.co.jp/eng/ Head Office: Minato-ku, Tokyo; President and CEO: Yasuhisa Takatani; hereinafter "E-Guardian") announces that it has commenced development of an AI-powered Customer Support Tool in collaboration with Governance Technologies Inc. (https://governance-technologies.co.jp/ Head Office: Minato-ku, Tokyo; CEO: Jumpei Nakano; hereinafter "Governance Technologies"), a Change Group company.

　As a comprehensive internet security company, E-Guardian provides one-stop support for a wide range of internet security challenges. This includes content moderation, identity verification, ad review, social listening, and cybersecurity, extending even into the metaverse domain, all aimed at ensuring safety and security in the online world. In May 2024, E-Guardian strengthened its AI system development capabilities through a collaboration with Governance Technologies Inc. Following this, in November of the same year, the company successfully integrated generative AI into its email template management tool, "hinagata."

　In recent years, with the growing importance of customer experience (CX), there are increasing demands on customer support for faster, higher-quality responses than ever before. This includes the need for 24/7 inquiry handling and personalized communication tailored to individual customer situations. However, many customer support operations are facing significant challenges, such as shortages of human operators, the associated increase in workload, and difficulties in maintaining and standardizing the quality of service.
　To address these challenges, while several AI-powered email efficiency tools are available, generic external tools are often difficult to fine-tune to a company's specific customer support policies. On the other hand, developing a dedicated in-house AI tool typically requires a substantial initial investment.     In order to continue providing high-quality and efficient customer support services to a diverse range of companies, we concluded that developing our own highly flexible tool is essential.

　Therefore, E-Guardian has partnered with Governance Technologies, a company within the Change Group that possesses extensive knowledge and a proven track record in areas such as digital transformation (DX) promotion and AI system development, to develop this AI-powered Customer Support Tool.

　This tool functions by having AI analyze the content of customer inquiries and automatically generate draft responses. This allows human operators to focus on more specialized tasks, such as the final review and adjustment of AI-generated drafts and handling more complex problem-solving. Furthermore, the AI learns from these interactions, improving its accuracy and resolution rates as a human-in-the-loop AI agent. The tool can also be flexibly customized to meet specific needs and policies, such as adapting expressions to match a company's brand image, making it possible to utilize individually tuned AI agents regardless of the size of the support desk without making large initial investments.

　Additionally, by automating all report creation and submission tasks, such as daily and monthly reports, which were conventionally handled manually by operators, the tool enables an improvement in operator productivity. This leads to significantly faster email response times and a substantial enhancement in the overall efficiency of support operations.

　By developing and implementing this tool, E-Guardian aims to deliver speedy, high-quality support tailored to the diverse needs of each company, thereby contributing to an improved customer experience (CX) and enhanced brand image. We aim to start offering this tool around April 2026.

　Going forward, E-Guardian will continue to provide specialized, high-quality services. To realize its mission, "We Guard All," the company will dedicate itself to developing services that make people's lives more convenient and prosperous.

【Comment from Jumpei Nakano, CEO of Governance Technologies Inc.】

　This initiative, which integrates our company's expertise in DX (Digital Transformation) promotion with E-Guardian's deep knowledge of customer support operations, is set to bring innovation to corporate customer service. Through the utilization of AI, we can not only improve efficiency but also enhance the quality of the customer experience.
　We will continue to use the power of technology to solve social issues and create a better world for society, both public and private.

【Governance Technologies Inc.】

Governance Technologies is a technology company that promotes digital transformation in both the public and private sectors with AI/SaaS, with the goal of "Sanpo Yoshi" (benefiting all three stakeholders: company, employees, and society) in business efficiency. Based on cutting-edge AI implementation, full-stack development capabilities, and a sustainable business model, we support government agencies in reforming work styles, optimizing human resources, and improving operations, and companies in building fast and practical systems and creating business value, thereby contributing to the sustainable development of society as a whole.

■Governance Technologies Inc.

【E-Guardian Group】

Founded in 1998. Listed on the First Section of the Tokyo Stock Exchange (TSE) in 2016 and migrated to the TSE Prime Market in 2022. E-Guardian is a comprehensive internet security company providing end-to-end services related to internet safety, including net patrol, customer support, debugging, and vulnerability assessments.
Including partners, the E-Guardian group boasts one of the industry's largest operational networks, with 19 locations across 8 cities in Japan and 3 cities overseas. Recently, the company has engaged in service development that captures current trends, such as entering the Fintech and IoT industries and contributing to work style reform through RPA (Robotic Process Automation) development, all while continuing to protect the safety and security of the internet.

■E-Guardian Inc.

【For further inquiries, please reach out to:】

E-Guardian Inc.
Public Relations Department
E-mail：info@e-guardian.co.jp