# How is SoftBank using an AI agent for SMB customer inquiries?

> SoftBank's corporate business uses a Sierra AI agent for small-business customer inquiries. Sierra reports the self-resolution rate rising from around 50% at launch to 70%, on about 100 inquiries per day.

- **Evidence grade:** B — Named organization with a quantified outcome, from the vendor or the organization's own announcement.
- **Organization:** SoftBank Corp. (telecommunications company)
- **Industry:** Telecom & Energy Utilities — Corporate/SMB telecom (Japan)
- **Roles:** Customer Support
- **Tools:** Sierra AI agent (Sierra)
- **Status:** production · **Agent pattern:** autonomous-agent · **Autonomy:** 3/4
- **Last verified:** 2026-10-17

## Reported outcomes
- self-resolution rate: from around 50% at launch to 70% [1] (self-reported)
- volume: approximately 100 inquiries per day [1] (self-reported)

## How it works
1. AI agent answers SMB customer inquiries across SoftBank corporate services.
2. Iteratively tuned to better understand intent.

## Risks & compliance
- Wrong or hallucinated answers to customers; needs guardrails and handoff
- Vendor-published results; not independently audited

## Sources
1. Sierra, "SoftBank and Sierra" (undated; accessed 2026-10-17) <https://sierra.ai/customers/softbank>
   > "Currently, the AI agent handles approximately 100 inquiries per day, with 70% resulting in customers finding the information they need and resolving their inquiries on their own."

Canonical: https://agentcasefile.com/cases/softbank-sierra-smb-support-agent/ · License: CC BY 4.0 (summary) · Source: Agent Casefile