Nihon Pet Microinsurance Co., Ltd. Introduces Chatbot Service

Nihon Pet Microinsurance Co., Ltd. (Headquarters: Shibuya-ku, Tokyo; President & CEO: Tomosuke Idoesaka) has launched an inquiry chat service (chatbot) on its official website.

With this initiative, customers can now receive guidance on various procedures and ask questions about products even outside business hours.

How to Use the Chatbot

Background and Objectives of Chatbot Implementation

In recent years, as more households welcome pets as family members, the number of inquiries to our customer center has surged significantly. To address several challenges arising from this increase and to deliver "greater peace of mind and convenience" to all pet owners, we have introduced this chatbot system.

1. Resolving telephone congestion and eliminating customer wait times

Previously, high call volumes frequently caused line congestion, resulting in long wait times for pet owners. To promptly resolve customer frustrations such as "I need help now, but I can't get through," we have established a chatbot interface accessible instantly from our website at any time.

2. Providing peace of mind with 24/7, 365-day support

Pet health emergencies and injuries often occur outside regular clinic hours, particularly during nights and holidays. The previous weekday support window of 10:00–17:00 could not fully cover urgent needs. Now, the chatbot provides real-time responses 24 hours a day, 365 days a year to immediate questions like "What should I do now?" or "How can I proceed?"

3. Enabling human agents to focus on deeper support and critical procedures

The chatbot automatically resolves common inquiries—such as how to file insurance claims or confirm policy details—that previously occupied a significant portion of agent time. This allows our operators to dedicate more time and resources to complex, specialized consultations and providing empathetic support during emergencies.

Expected Benefits of Chatbot Implementation

The introduction of this AI chatbot aims to achieve both operational efficiency (quantitative benefits) and enhanced customer experience (qualitative benefits).

1. Operational efficiency and improved response rates for high-priority customers

By resolving routine procedures and frequently asked questions (FAQs) directly within the chatbot on our website, we expect a significant reduction in call volume to our call center, leading to cost savings.

This will alleviate phone line congestion caused by minor inquiries, thereby greatly improving response rates for customers requiring urgent assistance—such as accident reporting or complex benefit consultations—where human interaction is essential.

2. Enhanced customer satisfaction (CS) through zero wait times and round-the-clock reliability

・ Instant resolution with zero wait time via smartphone

Eliminating the stress of waiting on hold, the chatbot offers immediate solutions accessible anytime from smartphones, significantly improving customer experience (CX).

・ Reliable, instant access even during nights and holidays

Pet emergencies can occur at any time. Providing immediate access to information outside business hours delivers substantial peace of mind (added value) to pet owners and is expected to directly contribute to higher long-term policy renewal rates.

【Company Overview】

Company Name: Nihon Pet Microinsurance Co., Ltd.

Headquarters: 6F, COERU Shibuya Nichome, 2-3-5 Shibuya, Shibuya-ku, Tokyo

Established: February 20, 2012

Capital: 1,063 million yen

Business: Microinsurance (Registration No. Kanto Finance Bureau Director (Microinsurance) No. 61)

URL: https://www.nihonpet.co.jp/