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SoftBank Corp (TYO:9434) announced on Tuesday a strategic partnership with AI startup Sierra to expand artificial intelligence-powered customer support services across its operations in Japan, marking another step in the telecom company's broader AI adoption strategy.
The agreement builds on an existing relationship between the two companies, as SoftBank Corp has already integrated Sierra’s AI customer support technology into its LINEMO mobile brand. Following the partnership, the company will evaluate rolling out Sierra’s AI agents across its flagship SoftBank and Y!mobile brands, along with other businesses within the SoftBank group.
The collaboration reflects the growing demand for AI-powered customer service solutions as companies seek to improve response times, automate routine inquiries, and deliver more personalized support while reducing operational costs.
Sierra specializes in AI agents designed specifically for customer support. Its platform enables businesses to automate customer interactions using advanced artificial intelligence while maintaining a natural and efficient user experience. The startup was founded in 2024 by former Salesforce and Google executives, leveraging their expertise in enterprise software and AI technologies.
Investor confidence in Sierra has grown rapidly since its launch. In early May, the company secured $950 million in a major funding round, highlighting strong market interest in AI-driven enterprise software and customer experience solutions.
For SoftBank Corp, the partnership aligns with its broader strategy of incorporating artificial intelligence across its telecommunications and digital services portfolio. Expanding Sierra’s technology to additional brands could enhance customer engagement while streamlining support operations for millions of users in Japan.
The announcement also underscores the increasing momentum behind AI adoption in the telecommunications industry, where operators are investing in intelligent automation to improve customer satisfaction and operational efficiency. As AI agents become more capable of handling complex customer requests, partnerships such as this are expected to play a key role in transforming customer service across global telecom markets.
