（※1）BPO (Business Process Outsourcing): A management method in which a portion of a company’s business processes is outsourced to an external specialist provider, allowing the company to concentrate its management resources on core operations.
【Background of the Service Launch】
At the “frontlines” of all industries, including restaurants, retail stores, factories, and companies, back-office tasks such as attendance aggregation, processing of invoices and application forms, and inquiry handling arise. While these tasks have considerable room for standardization and automation, they are often handled concurrently by a limited number of staff, placing a burden on frontline workplaces.
In the “Survey on the Active Participation of Diverse Human Resources, etc.”（※2）conducted by the Japan Chamber of Commerce and Industry and the Tokyo Chamber of Commerce and Industry, 60.0% of small and medium-sized enterprises responded that they are experiencing a “labor shortage,” and of those, 48.2% responded that it is “a serious situation that affects or hinders business operations.” By industry, high percentages were seen in construction (77.4%), transportation (72.2%), caregiving and nursing (70.5%), among others. In addition, 40.2% of companies cited “labor saving through the use of digital technologies, etc.” as a measure against labor shortages, making it the second most common measure after “securing personnel through recruitment” (75.7%). Against the backdrop of labor shortages, the need for improved operational efficiency through the use of digital technologies is growing.
On the other hand, people-centered BPO requires securing personnel in response to increases in workload and fluctuations between busy and slow periods, and there are cases in which people must handle non-routine tasks that involve judgment. For this reason, there is a demand for a mechanism that improves the efficiency not only of routine tasks but of entire business processes, including tasks that require human judgment.
In response, GMO RUNSYSTEM offers “GENBA AI byGMO,” which combines routine processing by task-specific AI agents with exception handling and final checks by personnel with BPO expertise. By leveraging the respective strengths of AI and people, the service supports frontline workplaces facing challenges in handling labor-intensive tasks and fluctuations between busy and slow periods, and helps promote the redesign of entire business processes, including non-routine tasks.
（※2）Source: Japan Chamber of Commerce and Industry and Tokyo Chamber of Commerce and Industry, “Aggregated Results of the Survey on the Active Participation of Diverse Human Resources, etc.” (September 15, 2026)
URL：https://www.jcci.or.jp/file/sangyo2/202609/20260915survey_result_1.pdf
【Support Provided by “GENBA AI byGMO”】
“GENBA AI byGMO” is a service that redesigns back-office operations such as accounting, HR, general affairs, and sales administration through a mechanism in which three layers work together: the “Management Foundation,” the “Processing AI,” and the “Decision-Making People.”
・Management Foundation: Use of the in-house platform “RUN AI Platform,” which manages AI operations, access permissions, and the handling of information
・Processing AI: Routine processing executed by task-specific AI agents
・Decision-Making People: Exception handling that AI cannot judge, and final quality checks
By utilizing this mechanism, the scope can be expanded beyond routine tasks to non-routine tasks that require human judgment. In addition, by reporting the number of items processed, error rates, and SLA（※3）compliance status in monthly reports, the service helps build an operational foundation that suppresses dependence on individuals and black-boxing.
（※3）SLA (Service Level Agreement): An agreement between a provider and a user regarding the quality level of the service provided.
【Features of This Service】
1.More Than 150 Types of Task-Specific AI Agents
GMO RUNSYSTEM holds more than 150 types (as of October 2026) of task-specific AI agent templates, including Sales AI, Accounting AI, HR AI, Development AI, Test AI, AI-OCR（※4）, and Inquiry AI, which are adjusted to each customer’s operations before implementation. Because a wealth of standardized procedures and tools has been accumulated for each type of task, even for tasks that are being consulted on for the first time, operations can be designed in a short period based on a similar model.
（※4）AI-OCR: Character recognition technology that utilizes AI. A mechanism that reads handwritten or printed forms and converts them into data.
■Examples of Task-Specific AI Agents：
| Target | Examples of Supported Tasks |
|---|---|
| Administration Departments | Reading purchase orders, order registration, invoice creation, payment reconciliation |
| HR and Labor | Attendance aggregation, payroll calculation, year-end adjustment, social insurance procedures |
| Factories | Aggregation of daily production reports and inspection records, classification of causes of defects |
| Transportation | Vehicle dispatch planning, aggregation of daily operation reports, working-hour restriction checks |
| Stores | Closing procedures, order quantity suggestions based on inventory, shift draft creation |
| Inquiry Handling | Initial triage, response draft creation, escalation judgment |
2.Governance and Transparency
“RUN AI Platform” centrally manages audit log recording, access control, and personal information masking. The number of items processed, error rates, and SLA compliance status are reported in monthly reports and linked to a continuous improvement cycle. Because it is possible to check “at which process mistakes or errors occurred,” which was difficult to see in manually operated processes, black-boxing of operations is prevented.
3. No Initial Fee; Monthly Package Pricing That Includes Generative AI Usage Fees
There is no initial fee. The monthly fee includes the creation and provision of AI agents (including PoC（※5）and operation verification), generative AI token fees（※6）, and BPO services performed by people who handle exceptions and final quality checks. Token fees are included within the scope of normal business use, and if a large volume of processing is required, it will be handled after prior consultation. The contract unit is “actual working hours of people,” and because the service is provided in terms of actual working hours after AI has handled routine processing, the same one hour can accommodate a greater volume of work than with people alone.
（※5）PoC (Proof of Concept): Verifying feasibility and effectiveness in a small-scale environment before full-scale implementation.
（※6）Token fees: Usage fees incurred according to the volume of “tokens,” the unit by which generative AI processes text. Because fees increase as the volume of processing increases, they are normally a factor in monthly fluctuations; however, as they are included in the monthly fee for this service, costs do not fluctuate regardless of usage volume.
【“GENBA AI byGMO” Pricing Plans, Excluding Tax (Monthly Package Pricing)】
| Plan | 1-Month Contract | 6-Month Contract | 12-Month Contract |
|---|---|---|---|
| 20-Hour Plan | JPY 69,000 | JPY 59,000 | JPY 49,000 |
| 30-Hour Plan | JPY 94,000 | JPY 84,000 | JPY 74,000 |
| 50-Hour Plan | JPY 139,000 | JPY 119,000 | JPY 99,000 |
※Unused hours cannot be carried over to the following month.
【Future Outlook】
Labor shortage is a challenge for Japan as a whole, not limited to specific industries or company sizes. Meanwhile, GMO RUNSYSTEM anticipates that the evolution of AI will shift the way work is carried out from a relationship in which “people carry out the work and AI assists” to one in which “AI carries out the work and people make judgments.” Through “GENBA AI byGMO,” GMO RUNSYSTEM will expand the areas covered by task-specific AI agents and develop the service into an operation in which multiple agents cooperate with one another and process entire business processes consistently. In addition, by feeding the history of judgments accumulated at the frontline back into AI improvement, the company aims to provide a service whose accuracy and scope of support expand the more it is used. With the goal not of introducing AI itself but of creating an environment in which each person at the frontline can focus on more creative work, GMO RUNSYSTEM will lead the transformation of “frontline” workplaces across Japan, starting with back-office operations.
【About “GENBA AI byGMO”】
（URL：https://gmorunsystem.co.jp/bpo）
“GENBA AI byGMO” is an “AI × People” hybrid BPO service provided by GMO RUNSYSTEM. AI agents specialized in tasks such as sales, accounting, HR, and inquiry handling automatically perform routine processing, while people handle exception processing and reviews that are difficult for AI to judge. The service is operated under audit logs, access control, and personal information masking provided by the in-house AI platform “RUN AI Platform,” preventing the black-boxing of business processes. Pricing is a monthly package with no initial fee, available from the 20-hour-per-month plan, and generative AI token fees are included in the monthly fee (within the scope of normal business use).
【About GMO RUNSYSTEM, Inc.】
GMO RUNSYSTEM, Inc. is a technology company of the GMO Internet Group that utilizes cutting-edge technologies, including AI, to solve the diverse challenges faced by Japanese companies, such as addressing aging systems, improving operational efficiency, and promoting digital transformation. As an essential partner that shares results with its customers, the company has more than 900 engineers and specialists in Vietnam (headquarters in Hanoi, Da Nang, Ho Chi Minh City, and Hue) and Japan (Tokyo). A team with more than 20 years of experience and more than 360 professional certifications provides high-quality, cost-competitive IT solutions end to end. Under a rigorous quality and security management system based on ISMS (ISO 27001) and CMMI Level 3 certifications, the company evolves corporate IT infrastructure in a secure and reliable manner.
AI Summary
A BPO service in which more than 150 task-specific AI agents work together with people begins on October 15
AI handles routine tasks, while people handle exceptions and final checks; available from JPY 49,000 per month
