Gomumari launches AI agent for personalized review responses
November 3, 2026 · 3 min read
Also published in Português (Brasil)
Gomumari Co., Ltd. began offering an artificial intelligence agent designed to generate responses to customer reviews for retail stores and medical institutions on November 1, 2026. The service, named the Review Response AI Agent, creates individualized replies for each review submitted to platforms such as Google Maps. The company states that the agent reads the specific content of each review to address unique events, such as staff interactions or wait times, rather than using generic templates. The service is available for an initial setup fee starting at 500,000 yen, with a setup period of at least four weeks, followed by a monthly operational fee starting at 50,000 yen.
The launch addresses the common practice of delaying or standardizing review responses, which the company argues fails to engage readers. Citing a 2022 survey by ONE COMPATH, the company notes that 72.8 percent of respondents had used Google reviews for information, and 24.8 percent specifically considered replies from businesses. Another 2022 survey by the same organization found that specific responses to negative reviews increased the likelihood of a visit from 31.7 percent to 59.3 percent, whereas generic responses showed little difference from no response at all. The company emphasizes that responses are read by potential future customers, not just the original reviewers, and that poor responses can reduce visit intent by more than 10 points compared to no response.
The AI agent operates through a four-stage process: receiving review lists and business information, reading each review to identify specific events, drafting responses that reference those events without using promotional language, and checking the drafts for accuracy and tone. The system flags reviews containing factual claims or strong complaints for human verification before posting. The final posting is always performed by the client, ensuring human oversight. The service does not require the installation of a dedicated system; clients can send data via email or shared folders and receive the drafted responses as a deliverable.
Gomumari describes itself as a Forward Deployed Engineering company that builds AI agents tailored to specific business workflows. The review response agent was developed based on a template created while handling reviews for a medical institution. The template includes specific rules, such as mentioning the hospital name and region only once at the beginning to aid local search visibility without appearing spammy, and avoiding definitive claims about medical effects. The company also offers a specialized business process outsourcing service for review response creation, where clients send data and receive the written responses as a one-time or monthly service.
Yuta Murayama, the representative director of Gomumari, stated that the company aims to help busy store and hospital staff provide consistent, personalized responses that reflect the business's attitude. He noted that the company has established a response format that picks up events from the review text and avoids promotional phrases. The company plans to expand its lineup of specialized AI business process outsourcing services in the customer support domain, including voice of customer analysis and FAQ creation, based on workflows refined in actual field operations. The initial setup phase involves determining the scope of operation with real data in the first week, ensuring the system is running continuously from the following month.