# How SoftBank uses Sierra

**70%** Self-resolution rate of customer inquiries

As published on [sierra.ai](https://sierra.ai/customers/softbank), July 2026. Captured by usedby on 2026-10-01.

- Company: [SoftBank](https://www.usedby.ai/companies/softbank.md)
- Tool: [Sierra](https://www.usedby.ai/tools/sierra.md)
- Industry: [Investment & VC](https://www.usedby.ai/companies/industry/investment-vc.md)
- Teams: Customer Growth Division, Marketing Division, Sales

## The use case: how SoftBank deploys Sierra

SoftBank's Customer Growth Division uses Sierra to run a conversational AI agent on its corporate website that answers SMB customers' routine questions about products, services, pricing and contracts. Unresolved cases are routed to an inquiry form for sales representatives.

Summary written by usedby from the source page, in English. The figures are those of Sierra and SoftBank, not ours.

> 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.

- **100 inquiries per day**: “Currently, the AI agent handles approximately 100 inquiries per day”
- **50%**: “the self-resolution rate\* — which started at around 50% at launch — has now risen to 70%”

> We expect that as the self-resolution rate of the AI agent continues to improve, customers will be able to access the information they need even more quickly. Sales representatives will also be able to dedicate more time to addressing individual customer challenges and advancing proposals. We see this as an initiative that achieves both improved customer experience and greater sales productivity, and we intend to continue developing it.
>
> Tajima, Director of the Marketing Strategy Department, Marketing Division, Customer Growth Division

Source: [sierra.ai](https://sierra.ai/customers/softbank), captured 2026-10-01.

## Other AI tools used by SoftBank

- [Automation Anywhere](https://www.usedby.ai/tools/automation-anywhere.md) — Confirmed
- [Dataiku](https://www.usedby.ai/tools/dataiku.md) — Observed
- [Perplexity](https://www.usedby.ai/tools/perplexity.md) — Observed

## Sierra users in Investment & VC

- [Vanguard](https://www.usedby.ai/companies/vanguard.md) — Observed

## What usedby checked

We compared the story with its live page on 2026-10-03.

- Checked: the figure 70% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of SoftBank.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: SoftBank uses Sierra. Confirmed line. Latest check across sources: 2026-10-19.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/softbank-corp-sierra · How we check: https://www.usedby.ai/methodology