Image of chat between user and AI service agent next to a headline claiming 25,000 inquries resolved per month

Agentic service to resolve 80% of customer FAQ for LY Corporation

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.

The results

80 %

of cases auto-resolved

25K

inquiries autonomously answered per month

$ 740K

estimated annual savings

Too many ways to ask one question

LY Corporation is a Japanese tech leader powering messaging, search, ecommerce, and digital payment services, including Yahoo! JAPAN, the leading search portal. Their portfolio reaches a staggering 107 million people worldwide, comprising more than 100 services.

Support options varied across those services, requiring customers to call one, message another, or submit a web form elsewhere — an approach that confused some customers and was difficult for LY Corporation’s support team of 700 reps to manage. Although LY Corporation offered a service chatbot, it lacked the intelligence to understand customer sentiment or take meaningful action. As a result, it wasn’t able to increase first-contact resolution rates.

With 3.3 million support inquiries each year — 97% of which came from just a few services — LY Corporation saw an opportunity to create smarter, more consistent service experiences to support their growing platforms.

Accurate answers on demand

Agentic service powered by Agentforce now provides instant answers on demand for LY Corporation’s two most highly used services — Yahoo! JAPAN ID and LYP Premium. Agentforce helps customers quickly find information about account status, error codes, and available features for faster, more efficient support.

Instead of submitting a request and waiting hours — or even days — for a service rep to respond, customers now start a chat with Agentforce directly from a central Yahoo! JAPAN ID or LYP Premium help portal. Whether signed in or browsing as a guest, anyone can ask questions and get help on demand.

Every interaction is captured and organized in Data 360. Conversation notes and inquiry details become enhanced event logs, giving LY Corporation a clear view of the most common support questions. With that visibility, teams can spot patterns, track inquiry categories, and continually improve the customer experience across all of LY Corporation’s expansive services.

Relevant, contextual replies

Agentforce starts working the moment a customer opens a chat, analyzing the message to understand exactly what the customer needs so it can deliver precise, conversational responses tailored to each question — not just the link to an entire article.

To do this, Agentforce draws on knowledge articles already indexed and organized in Agentforce Service, alongside real-time customer information from CSHUB, LY Corporation’s internal data hub within their private cloud. CSHUB contains real-time user data, order records, and payment history, and connects to Agentforce through MuleSoft. With access to both service knowledge and real customer context, Agentforce can generate personalized responses almost instantly.

Architecture diagram of how LY Corporation's agent resolves FAQs with Agentforce, MuleSoft, and Agentforce Service

“Agentforce’s inherent ability to connect with CRM and MuleSoft, combined with the security layer and traceability of AI processing, made it the safest and most efficient choice for us,” said Haruka Ishihara, General Manager of Customer Service.

If a request falls outside Agentforce’s scope, it automatically creates a case in LY Corporation’s Service Console — the homebase for reps within Agentforce Service — for follow-up. The case includes the full conversation history, intent classification, and other relevant details so a service rep can start helping right away without asking the customer to repeat information.

Fast, first-touch resolution

Since launching in March 2026, early results show strong momentum. LY Corporation projects their customer FAQ agent will reach 80% autonomous first-touch resolution, resolving most questions without service rep involvement. Already, Agentforce is resolving 25,000 inquiries per month on the Yahoo! JAPAN portal, helping customers get faster, more consistent answers without waiting for business hours.

Just as important, Agentforce will help LY Corporation scale customer support as their services continue to grow. With plans to expand from two agents today to 10 over the next year, and by further extending Agentforce’s capabilities, LY Corporation estimates it can support up to 2.6 million customer inquiries annually, driving approximately $740,000 in annual cost savings.

LY Corporation sees this as just the beginning of their Agentic Enterprise transformation. Next up, the company is exploring agentic workflows across departments to streamline operations, reduce manual work, and help employees focus on higher-value initiatives.

“The speed of AI adoption exceeded expectations,” explained Norihiro Hattori, Executive Officer and CIO. “With the ability to engage AI using natural language, anyone can use it.”

For example, Agentforce in Slack will enable employee self-service for common requests across 15,000 users. The team is also evaluating Agentforce Voice to deliver natural language conversations across phone, web, and mobile.

Customer Story

AI agents reply to LY Corporation’s service emails, reducing rep burnout.

Agentforce instantly resolves 48,000 routine email inquiries per month, filters 99.9% of spam, and routes complex cases with full context.

Learn more

Why LY Corporation chose Salesforce

Agentforce Builder

When evaluating AI options — including building in-house or using competitor tools — LY Corporation found Agentforce Builder delivered greater speed and accuracy. Its natural-language, structured tools let teams configure agents without heavy development, while built-in governance met LY Corporation’s enterprise control requirements and adhered to Japanese privacy laws.

Salesforce Trust Layer

“The deciding factor was the Salesforce Trust Layer, which includes advanced security and governance features such as zero retention and data masking,” Hattori said. “These capabilities would have been extremely costly and time-consuming to develop in-house.” The Trust Layer protects customer and business data and provides audit trails that track AI-generated responses and actions.

Flexible agentic platform

“Previously, our chatbots were scenario-based — one question, one answer,” said Ishihara. Agentforce's appeal lies in its flexibility.” That flexibility let LY Corporation replace multiple third-party bots across more than 10 Yahoo! JAPAN services with a single, consistent support experience across products.

Salesforce Professional Services

Salesforce Professional Services partnered with LY Corporation from the start to design and build their Agentforce solutions. The team ran onsite discovery and built a proof of concept that demonstrated Agentforce could handle over 300,000 inquiries per month. The team also built custom topics, actions, and UI aligned with LY Corporation’s brand.

Salesforce Signature Success Plan

The Salesforce Signature Success Plan helped LY Corporation move their agents from beta to production. The team helped troubleshoot issues, guide configuration changes, and supported the onsite go-live to ensure the system ran smoothly at launch.