Gomumari launches AI-assisted database service for customer complaints and feedback

worm's eye-view photography of ceiling — Joshua Sortino / Unsplash

Gomumari has begun offering a new service called Complaint, VoC, and Claim Database Creation, effective October 25, 2026. This service is part of the company's specialized business AI-BPO menu, which utilizes artificial intelligence to process data and human verification to ensure the final deliverables are accurate. The primary function of this new offering is to transform raw records of customer complaints, voice of the customer, and claims into a structured, searchable database.

The service addresses a common operational issue where complaint records exist but are written inconsistently by different staff members. This inconsistency makes it difficult to find similar past cases or rely on memory for responses. Gomumari's process involves classifying every record with specific categories for the content of the complaint, the product involved, the course of action taken, and the final answer provided. Each classification is accompanied by the specific evidence from the original record that justified the categorization. The final output is registered into the client's existing infrastructure, allowing for aggregation by content, product, and department.

The workflow consists of four distinct stages. First, the scope and classification system are determined by verifying what existing categories measure or drafting new ones based on actual records. Second, the classification method is refined by applying it to an initial sample of approximately 100 records. Third, artificial intelligence applies the classifications and evidence to all records, while records that do not fit any category are flagged for human review rather than guessed at. Finally, the data is registered in a format that allows users to retrieve similar past responses based on content and product, with summaries and lists of ambiguous records provided for final confirmation by the client.

Pricing for the initial database creation starts at 300,000 Japanese yen, with a typical delivery time of two weeks. Clients can continue the process for new monthly complaints through a monthly subscription to Gomumari's business AI agent service. This ongoing service allows for the continuous addition of new records using the same established criteria without the need for a dedicated system or staff training.

The company cites a 2026 survey of 424 contact center leaders and executives, which found that 82.3 percent consider the utilization of customer voice necessary, yet only 23.6 percent feel it is sufficiently useful for decision-making. Another survey of 407 managers and operators revealed a gap in knowledge management, with 73.9 percent of managers believing veteran operator know-how is documented, compared to only 26.4 percent of operators. Gomumari states that its methodology is based on a previous project for a large machinery manufacturer, where it analyzed approximately 10,000 customer satisfaction survey responses, including free-text entries, to define what existing categories actually measure before aggregating data.