MISUMI INDIA Pvt. Ltd., a subsidiary of MISUMI Group Inc., fully deployed a generative AI-powered chatbot for customer inquiries on the MISUMI e-Commerce site in September 2026. The service is available free of charge and provides two core functions: technical support for confirming product specifications and assisting with product selection from a lineup of more than 40 million products, and customer service for determining whether individual orders are eligible for cancellation, modification, or return.
The chatbot operates 24/7. Results from its earlier implementation in the Japanese market show that average response times were reduced by 97-98% compared with traditional operator-assisted support. Technical support average response time fell to 40 seconds (a 98% reduction). Customer service average response time fell to 10 seconds (a 97% reduction). The customer service comparison is based on the average time from when a customer calls MISUMI until the call ends after the cancellation or other requested action has been completed.
MISUMI Group is advancing procurement digital transformation by leveraging digital technologies and data, including generative AI, while expanding its services and accumulating information globally. In the Indian market, the AI chatbot is positioned as a service that reduces the time customers spend waiting.
MISUMI Group components are incorporated into automated machinery and equipment. If even one component is not delivered on time, the customer’s production process can be significantly affected. Component selection and purchasing require specialized knowledge, making product inquiries an essential part of the procurement process. In India alone, MISUMI receives approximately 30,000 technical support inquiries each year. Previously, the inquiry process involved waiting times linked to limited service hours and staffing capacity of operators.
The AI chatbot addresses this by providing round-the-clock support. It leverages MISUMI’s product database. An information-retrieval AI searches internal databases for relevant information, including past inquiries, product information, specifications, and catalogs. Generative AI then uses the retrieved information to generate a response. The chatbot can also access individual order information for post-order customer service.
For technical support inquiries about product specifications and selection, existing FAQs alone could not address every question given the breadth of the product lineup (including third-party brands). Customers previously submitted inquiries by phone, email, or inquiry form and waited for an operator. The AI chatbot now generates responses from retrieved data.
For post-order inquiries about cancellations, modifications, and returns, handling varies depending on the product and order status. Operators previously checked the status of each order. The AI chatbot determines in real time whether an order is eligible for the requested action and provides instructions on how to proceed. MISUMI plans to expand the scope of support to include delivery dates, shipping, and tracking status. The service will also be enhanced to allow customers to complete certain processes directly within the chat interface.
To use the chatbot, open the AI icon in the top navigation bar of the MISUMI e-Commerce site (https://in.misumi-ec.com). Registration is required to use the site. The AI chatbot is also available through the web inquiry form.
