Executive summary
LY Corporation powers everyday life in Japan through services like messaging app LINE and internet portal Yahoo! JAPAN, making it a trusted part of how people connect and get things done. With over 100 services and a variety of support channels, service teams struggled to align across disconnected systems and data while fielding millions of inquiries.
With Salesforce, LY Corporation is transforming the way they serve their customers. Agentforce provides instant customer support and a helping hand to reps by answering routine questions via chat and replying to over half of emailed inquiries. Sales, marketing, and service teams now work from unified customer profiles that are enhanced with enterprise context from MuleSoft. Across their group of companies, all 27,000 employees rely on Slack to collaborate with AI and each other, moving work forward faster.
The results
80
%
of cases resolved by Agentforce
48K
emails resolved per month by Agentforce
27K
employees across groups connected in Slack
Explore LY Corporation’s solution
Agentic service handles 80% of requests
Agentforce resolves 25,000 customer FAQs a month on the Yahoo! JAPAN portal, with every answer grounded in trusted knowledge, order data, and case history.
Reducing rep burnout with agentic email replies
Agentforce instantly resolves 48,000 routine email inquiries per month, filters 99.9% of spam, and routes complex cases with full context.
100+ businesses, one global company
Salesforce’s Agentic Enterprise architecture helps the expansive, globally distributed organization work better and faster together.
More from LY Corporation
How LY Corporation is building an Agentic Enterprise that delivers top-tier service to 107 million customers.
Executive Officer and CIO Norihiro Hattori shares how LY Corporation is scaling personalized experiences with agentic service, and how they use Slack to engage with AI and each other.
About the company
LY Corporation is a Japanese tech leader powering messaging, search, ecommerce, and digital payment solutions for over 107 million users worldwide.
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