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See DetailsIn 2025, AI continues to redefine the foundations of both life and business. Automation and intelligent systems are reshaping not only operations but also the very relationship between humans and technology. In this exclusive roundtable, we explore the future of human-centered IT in the age of AI agents: autonomous systems capable of decision-making, interaction, and execution.
Joining us are two industry leaders at the forefront of digital transformation: Mr. Hayase from Japan Post Insurance and Mr. Mori from Hakuhodo DY Holdings, alongside our CEO, Duc, founder of IT consultancy and development firm Tokyo Techies. From enhancing customer experience to rethinking software development, the discussion dives deep into how IT can evolve with and for people.
Duc: Thank you for joining us today. Mr. Hayase, could you tell us about your role and current initiatives?
Hayase:
I support executive functions across our IT Management, IT Planning, and Digital Services departments. My role involves overseeing strategic planning for business transformation and reviewing major IT and SaaS implementation projects.
Duc: How is Japan Post Insurance driving digital adoption internally?
Hayase:
Though we still operate on some legacy systems, the past 3–4 years have seen a significant push to improve Customer Experience (CX). For example, we’ve digitized previously paper-based processes. Traditionally, customers at our regional post office branches filled out insurance paperwork by hand. It was inefficient and error-prone, especially during the pandemic, when expectations for remote and digital services soared.
Now, with digitized workflows, we can process insurance payments and benefits as soon as the next business day, compared to the 3–4 days it used to take. This not only speeds up service delivery but also enhances satisfaction across the board.
Duc: So, digital transformation is not the goal itself, but rather a means to enhance CX?
Hayase:
Exactly. We pursue digital transformation only where it contributes to CX improvement. Whether it's reducing paperwork or boosting operational accuracy, we see IT as a tool to empower our sales, call center, and operations staff.
Interestingly, our employee engagement score (ES) has also improved as digital tools have reduced workload and stress, indicating a ripple effect beyond customer outcomes.
Duc: With the rapid evolution of AI agents, autonomous systems capable of completing tasks and engaging in intelligent conversations, what real-world shifts are you seeing?
Mori:
AI agents are now capable of planning, researching, executing, and even building things, just from natural language instructions. While automation and efficiency are key value drivers, we also believe in relational AI agents that bridge businesses and people.
For example, imagine an AI that embodies your brand's philosophy, acting as a digital persona to help consumers understand your values or vice versa. This deepens mutual understanding between companies and the people they serve.
Mori :
At one of our group companies, Daiko, we’re developing DDDAI—a system that learns a brand’s policy, purpose, and communication philosophy, and interacts with users accordingly. It's not just “another chatbot,” but a genuine extension of a brand’s identity.
Hayase:
That’s inspiring, but in insurance, stakes are high—dealing with real money and people’s lives. The margin for error is slim. AI hallucinations (factually incorrect outputs) could have serious consequences. So while AI agents can help in non-critical or assistive roles, core tasks still need human oversight.
Duc: Are AI agents being used in software engineering already?
Mori:
Yes, there’s a visible shift. Not long ago, engineers consulted AI for code snippets. Now, AI is generating entire programs, and engineers simply review and tweak them. It’s a leap forward.
Duc:
True, but here’s the risk: senior engineers can spot AI’s mistakes; junior staff often cannot. There’s a danger of outsourcing responsibility to AI without fully understanding the output. We need clear guidelines. If you're responsible for delivery, you must be able to explain and stand by your code.
Hayase:
As AI gets smarter, beginner-level errors will fade, but we’ll likely see a divide: experienced engineers leveraging AI effectively, while others struggle.
Eventually, if AI can even run test cases, we may trust AI-generated code based on whether it passes robust tests—not on manual code reviews. That shifts the human role toward defining requirements and validating test coverage.
Mori:
Exactly. If AI handles development and testing, we can focus more on requirement engineering, often the most neglected phase. This opens the door to more collaboration, better conversations with stakeholders, and ultimately more valuable systems.
Duc: What are your expectations for the future of AI-integrated workflows?
Hayase:
For now, AI still makes mistakes and humans are essential. We also have outdated systems and messy data to clean up. Before we talk about full automation, we need to tackle these foundational issues.
Our customers span all ages, many of whom are more tech-savvy than we assume. Nearly everyone owns a smartphone today. That forces us to rethink service delivery. Do we make them come to a branch, visit them, or complete everything online?
But building systems takes time. We must embrace agile IT investment and ensure our speed matches customer expectations.
Mori:
The conversation around AI often centers on automation and cost savings. But we must broaden our view to include "Human-in-the-Loop" systems. In development, that means looping in departments beyond IT to align around the company's goals. We can even imagine "Citizen-in-the-Loop" models, bringing everyday users into co-creation. These loops foster deeper understanding and drive creativity.
Duc:
These insights reinforce our responsibility as IT providers. We’re not just system integrators, we’re also educators, partners, and innovation enablers. At Tokyo Techies, we aim to co-create solutions using generative AI and support clients not just in implementation, but in building sustainable digital capabilities
Hayase:
We expect support in modernizing legacy systems, especially older Java or mainframe-based platforms. The Financial IT Association of Japan is starting an initiative to compile best practices for such migrations. Tokyo Techies could play a vital role here.
Mori:
You’re already working on mission-critical systems, which means you understand both cutting-edge tech and legacy constraints. If you can develop a methodology that bridges the two, you'll become an even more trusted partner in this space.
This roundtable offered invaluable perspectives on how AI agents are redefining the IT landscape. As autonomous, conversational systems permeate our lives, questions around responsibility, transparency, and human value have never been more relevant.
Mori’s observation on the rising importance of requirements engineering struck a particular chord with me. As AI handles more of the heavy lifting in development and testing, our role as IT professionals must evolve—toward strategic thinking, creative value, and problem-solving.
Hayase’s firsthand insights into digital transformation at an enterprise scale provide a powerful blueprint for others. His emphasis on CX, employee satisfaction, and caution around AI ethics reminds us that in industries like finance, trust and accuracy remain paramount.
For us at Tokyo Techies, this session reaffirmed our mission: to develop reliable AI-powered IT solutions that are human-centered, secure, and future-ready.
Technology's true value lies in its ability to enrich human lives. With this belief, we are committed to building an inclusive, collaborative future where AI and people thrive together.
At Tokyo Techies, we combine advanced technologies like AI with real-world expertise to drive meaningful digital transformation.
From strategy and requirements to development and deployment, we deliver end-to-end solutions that solve real problems and create lasting value.
Looking to build smarter systems, automate processes, or strengthen security? Let’s talk.
Together, we’ll shape what’s next.
