Event Report Delivering Business Outcomes in the AI Era: Ricoh's Process-First Approach to AX

Many organizations are investing in digital transformation (DX) and generative AI, yet few are achieving the business outcomes they expected. According to Takashi Asaka, Head of DX Division, Ricoh Company, Ltd., the challenge often lies not in AI itself, but in business processes that were never designed with AI in mind.
Speaking at the Gartner Application Innovation & Business Solutions Summit 2026 in Tokyo, Asaka shared how Ricoh has approached AI Transformation (AX) through a process-first strategy. Drawing on Ricoh's own transformation journey, he explained how AI-ready processes, human-AI collaboration, and purpose-driven AI deployment can maximize Return on AI (RoAI) and deliver measurable business outcomes.

Ricoh has been helping transform the workplace for decades. Since declaring its shift to a digital services company in 2020, the company has continued to promote DX and AI initiatives to realize Fulfillment through Work.
At the beginning of his session, Asaka addressed the current state of DX and AI adoption in Japan. He cited a Gartner press release*, stating that Japanese companies are not meeting CEOs' expectations for key digital initiatives compared with their global counterparts.
He added that, even in the adoption of generative AI aimed at improving productivity, only a limited number of companies are delivering results beyond expectations.

Ricoh recognized early on the importance of establishing business processes as a foundation for DX and AX. The company promoted Business Process Management (BPM) initiatives and systematized them as “process DX.”
This approach started from the idea of eliminating workplace stress caused by tedious, repetitive, and error-sensitive tasks through the use of digital technologies.
In recent years in Japan, Ricoh has established a Process DX Center of Excellence (CoE) to support digital utilization in the field. The company has also invested in developing business analysts and citizen developers.
These initiatives have helped establish a frontline-led approach to process DX across the company.

However, Asaka also pointed out a risk in field-driven transformation.
When teams introduce AI independently, it can create inefficiencies across interconnected business processes. It can also lead to increased AI-related costs.

An AI-ready process is designed with AI in mind from the outset.
For example, in its procurement operations, Ricoh redesigned its procure-to-pay (P2P) processes. The company standardized workflows and expanded automation to create a fully orchestrated end-to-end process.

Built on this foundation, Ricoh integrated AI into System of Record (SOR) environments that handle large volumes of transactions. This improved data processing efficiency and reduced processing time.

At the same time, it reduced workload and addresses many of the workplace challenges associated with tedious, repetitive, and error-sensitive tasks. The standardized processes also support clean core system operations, enabling AI to be integrated without extensive customization of core business systems.

Ricoh uses Axon Ivy as its process orchestration platform. Positioned as a Business Orchestration & Automation Technology (BOAT) solution, it has been adopted by more than 750 companies worldwide and is planned for release in Japan.

While AI can efficiently process large volumes of data, business operations still require accuracy, accountability, and auditability.
Asaka noted that many organizations have concerns about the reliability and governance of AI. To address these challenges, Ricoh adopts a “human-in-the-loop” approach, in which humans remain the final decision-makers and retain accountability for outcomes.

As an example of human-AI collaboration, Asaka shared an initiative to improve invoice processing within Ricoh Black Rams Tokyo, Ricoh's professional rugby team.
The team faced challenges in collecting invoices and determining appropriate account categories. To address these issues, Ricoh developed an application that centralizes invoice management and integrates AI-OCR, AI agents and document intelligence capabilities.

For example, when the system reads a product name such as “Black Rams Tokyo'47 CLEAN UP Black,” the AI agent identifies it as a cap and selects the appropriate account category for input into the procurement system.
This approach shifts human involvement toward final review. As a result, it reduces workload and shortens processing time.

Asaka emphasized that different AI technologies are suited to different purposes. Selecting the right AI for the right task within a human-AI collaborative process is essential to maximizing RoAI.

This approach improves transparency, ensures explainability, and helps manage AI-related costs that are often difficult to visualize.

Ricoh also applies AI to the design and improvement of business processes.
The company uses a process modeling AI that generates workflows from conversations, as well as an AI that supports process optimization consulting. These tools significantly improve efficiency.
In addition, Axon Ivy offers development support features such as “Smart Core” and “Smart Workflow.” These capabilities accelerate the transition from process design to implementation.
Asaka explained that Ricoh has continuously invested in developing business analysts. By combining their expertise with AI, the company enhances productivity and shortens the time required to deliver results.
He emphasized that these achievements are built on Ricoh’s accumulated process DX practices. An AI-ready foundation built through process optimization is essential for maximizing RoAI.

Asaka concluded by reflecting on the nature of business processes in Japanese companies.
These processes are often detailed and complex. At the same time, this precision represents a strength.
By optimizing business processes and designing effective collaboration between people and AI, organizations can enhance their competitive advantage in the AI era.
Through its process-first approach, Ricoh aims to create better ways of working and help realize its purpose of Fulfillment through Work.

As “Client Zero,” Ricoh will continue applying what it learns through its internal transformation to help customers create greater value.