Commerce Media Co., Ltd. is pleased to announce that it has entered into a partnership with Channel Corporation (Headquarters: Chiyoda-ku, Tokyo, Representative Director for Japan: Jae-ryong Choi, hereinafter referred to as "Channel Corporation") which provides "Channel Talk (https://channel.io/ja)," in July 2025.
Background and Purpose of the Partnership
In today's e-commerce landscape, "customer service" in 2025 is no longer just about answering user inquiries; it's about "communication that directly impacts sales and brand image." In particular, with the spread of AI chat technology, customer interactions have evolved from simply providing "pre-determined answers" to offering "new proposals" and "customer-centric responses," enabling advanced customer service experiences that were not possible with traditional chatbots alone.
However, in actual practice, there are many voices saying, "I feel a hurdle in introducing AI chat," "I can't use it well and it's not leading to results," and "I can't even imagine introducing or using it in the first place." It seems that the gap between introduction and results, and the high operational hurdle, are common issues in the industry.
Against this backdrop, Commerce Media, which provides comprehensive support for e-commerce, and Channel Talk, which continues to lead the evolution of AI chat, have entered into this partnership to jointly achieve rapid implementation and operation, as well as further improvement of AI customer service experiences.
Details of the partnership
Through this partnership, we will provide the following support to businesses that use our services:
- Channel Talk Operation : We support you from verification to implementation and actual operation.
- Special pricing for system provision : Special pricing is available only for introductions through referrals.
- Operational Support : Direct support system from Channel Corporation's designated representative.
Through this collaboration, we hope to contribute to the further development of the e-commerce industry from both sides, by enabling businesses to provide users with a better customer experience, and by creating a system that allows users to smoothly resolve problems and enjoy a smooth purchasing experience.
Comment from Representative Iizawa
Many customers give up on making a purchase simply because they find it difficult to ask questions. That's why we believe that creating an environment where customers can easily ask questions and receive quick answers is a very important aspect of customer service in e-commerce.
By implementing Channel Talk, we have created an environment where we can quickly and accurately respond to customer questions, regardless of time zone or human intervention. However, we do not view AI as an "inorganic automated response system," but rather as a "member of the team" participating in customer service, and we believe it is important to recognize it as such.
Of course, when it comes to complex consultations or situations requiring attentive care, the kind and considerate response of a human being is indispensable. That's why we believe that leveraging the strengths of both AI and humans to provide a more reassuring customer experience is what the future of e-commerce customer experience will demand.
Through our partnership with ChannelTalk, we will deliver a customer service experience that inspires trust, where customers can ask questions immediately when they have doubts and receive proper answers, to more e-commerce businesses and customers.
Comment from Mr. Yo Tamagawa, Representative of Channel Corporation.
ChannelTalk has continuously advanced its AI-powered communication technology based on the belief that "dialogue with customers is the driving force behind business growth."
The reason we partnered with Commerce Media this time is to achieve that mission more quickly and broadly. We often hear from EC businesses in the field that "the hurdle for AI implementation is high" and "it takes time to feel the results."
We believe that the following three elements are essential to bridging this gap: ① expert support, ② an operationally optimized workflow, and ③ a mechanism that allows people and AI to collaborate naturally.
By combining the strengths of a commerce media company that specializes in comprehensive e-commerce support with ChannelTalk's technology, which specializes in conversational AI, client companies can experience a one-stop service covering everything from "planning → implementation → operation → results analysis."
We view AI not as an "inorganic automated response system," but as a member of the team. AI will quickly and accurately handle routine inquiries, while human warmth will be added in situations requiring complex consultations or delicate attention. By building this hybrid system, we enable shoppers to enjoy a trustworthy shopping experience where they can "ask questions easily and receive the correct answer immediately." As a result, businesses can strengthen both sales and brand image.
We are confident that this strategic partnership will establish a new standard of customer service in the Japanese e-commerce market.
ChannelTalk will continue to realize "Growth through Dialogue" together with all of our partners.
