AI is the Emperor's New Clothes.
Surveillance of customers doesn't translate into greater sales. It's the same with all those 'directed ads' based on what tech companies know about you. I've been offered things based upon this every day for decades on every web site I go on. The only ones of any value are the simple ones: 'A customer who bought this, also bought this'. Amusingly, I am often offered things that I have bought (and will not need another one of for some years) or things I have examined, but have chosen not to buy. For all of this, AI tech providers, GAFA and the like, charge some mug.
There won't be privacy issues with this in Japan - it has more CCTV than China - and I'm sure Fujitsu knocked out the traditional flow diagram of Byzantine proportions, explaining how it works. It's just that AI is not magic. Big data is not magic either. Number crunching through tonnes of obsolete data doesn't allow you to foretell the future.
When I was a kid I bought a cardboard football pools calculator. You looked at past results, turned some cardboard disks, and it told you what would happen next. OK, it didn't. It couldn't handle complexity or contexts (just like AI). So all this AI and Big Data does, is digitise my cardboard pools predictor. Because it is sold by a big tech company, everyone is using it and it is called the future by muppets on TV, everyone buys it. Nobody gets fired for buying IBM, er, AI do they?
So really, all this is just corporate lemmings doing whatever keeps them employed. It doesn't work. It never will. Nobody cares. Just implement it, high fives, get paid and move on.
As for warmth and competence. I'm not sure you can digitise Japan's customer service. It's called omotenashi. They have well staffed stations, trains and shops - if you are from the UK, Japan is Utopia. On the other hand, Microsoft and Google may own the patents for the opposite of digital omotenashi.