JapanRetail and e-commerce2023 – ongoing

Bookoff Group Holdings (Bookoff Corporation)

KARAKURI chatbot for Bookoff Online customer inquiries

Bookoff says customer inquiries fell 35% after it put the KARAKURI chatbot on Bookoff Online

WorkingCompany's own claim

Problem

Bookoff's earlier chatbots depended on a few staff members who designed and updated the scenarios, so the know-how sat with individuals.

Approach

Bookoff Online, which had 5 million registered members in November 2022, uses KARAKURI chatbot for customer support. Staff register question and answer patterns through a simple interface, so the whole team can run it. The tool can also predict a user's trouble from behavior and chat logs and send a prompt message.

Results

35%reduction in customer inquiries versus before the chatbot, per Bookoff's customer communication department head; no baseline period givenCompany's own claim[1]

Takeaway

Bookoff linked the drop in inquiries to a chatbot the whole team could tune, rather than a few specialists.

Sources

ブックオフオンラインに「KARAKURI chatbot」の導入が決定
ECのミカタ13 Jan 2023News article

Source summaries

[1]ECのミカタ13 Jan 2023

The article covers Bookoff Online's use of KARAKURI chatbot for customer support. It quotes Bookoff's customer communication department head saying inquiries fell 35% compared with before adoption. It gives no start date or measurement period.

Full details are in the original sources.

Added 2 Nov 2026 · Updated 2 Nov 2026