Customer Service Automation
Aflac Japan's manually intensive insurance contracting, claims, and customer-support work is difficult to scale as the working population shrinks, while customer data is distributed across multiple environments.
Reported impact
Agentforce reduces manual touchpoints and operating costs, helps representatives prepare customer-specific proposals, and gives employees more time for customer conversations. Aflac says work that previously required 100 people might now be done by 10, and describes the goal of improving customer experience and operational resilience.
Aflac Japan uses Salesforce Agentforce as an agentic co-worker for repetitive insurance work, including policy management, claims, after-sales service, and customer-meeting preparation. Agentforce gathers and analyzes information from multiple systems, bringing customer history, policy options, and prior support interactions together so representatives can prepare proposals and focus on customer conversations. Data 360 connects the distributed information through a zero-copy architecture, allowing Agentforce to access and analyze data without copying or moving it. Salesforce's built-in trust layer is described as protecting sensitive health and financial information. The story does not name the underlying systems, connectors, model versions, storage services, or detailed runtime orchestration.
Data 360 provides zero-copy access to information distributed across Aflac's systems. Agentforce gathers and analyzes customer history, policy options, and prior support interactions, then surfaces the context to insurance representatives preparing customer meetings and handling policy or claims work.
Agentforce helps us address both. It acts as an agentic co-worker, automating repetitive tasks and assisting employees and sales associates in complex processes like policy management, claims, and after-sales service.
Data 360 allows us to bring together data scattered across our systems — without copying or moving it — through its zero-copy architecture.
In the past, what required 100 people might now be done by 10.
The platform's built-in trust layer gives us the confidence to innovate with agentic AI while keeping information safe and compliant.
Review how this reference was scored and trace each normalized claim back to its documented source.
Scoring methodology
Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.
Traceability
Field coverage shows which facts each source supports. Dates are shown only when documented by the source.
The corporate-data page identifies アフラック生命保険株式会社 and lists 社員数 4,832人; the page states figures are as of 2025年度末.
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