Orient Corporation Reduces Analysis Time to Nearly Zero with Flyle, Enhancing Customer Value

Flyle Inc., a provider of AI transformation solutions for contact centers and CX, announces the case study and results of its utilization by Orient Corporation (hereinafter referred to as Orico).

Previously, Orico had approximately three staff members manually extracting and classifying customer opinions and requests from contact history entered by operators. This internal utilization was limited, and there was a challenge in fully connecting the classification results to improvement measures. In 2025, Orico introduced Flyle, which automatically classifies and visualizes monthly logs of 150,000 conversations using generative AI. This has reduced the classification work, equivalent to approximately 7,350 hours per month, to nearly zero. It is also being used to identify precursors to complaints and customer harassment, and to extract insights for improvement.

Background of Flyle Introduction

Orico has established "customer-centricity" as its basic management policy and is advancing the creation of a system to implement a customer perspective across the entire company, including the reorganization of the former CX Promotion Department into the CX Management Department in April 2026. On the other hand, there was no established mechanism to quantitatively organize customer feedback and share it as factual data, making the creation of a foundational system to grasp the overall picture a major goal. The gap with companies that have been actively utilizing customer feedback for a long time was widening, leading to a growing sense of crisis that they would "no longer be chosen" by customers if this continued.

The turning point came in January 2025 when the transcription of conversation logs began, leading to the accumulation of data on the scale of 150,000 conversations per month. However, the text data from conversation logs did not always have high accuracy, and conventional text mining tools, which excel at keyword extraction, could not understand the context and visualize it effectively, presenting a significant hurdle. Against this backdrop, Flyle was introduced due to its ability to classify based on context using generative AI, assign multiple call reasons to a single conversation, and its user-friendly interface that anyone can use.

Results After Introduction

Through the utilization of Flyle, Orico has built a system that automatically classifies and visualizes monthly conversation logs of 150,000 conversations using generative AI, achieving the following results:

- Enabled analysis of 150,000 monthly conversation logs, which was impossible with manual labor, creating an environment focused on in-depth analysis and problem-solving.

Before implementation, the extraction and classification of approximately 1,000 monthly data points took about 49 hours. If this task were expanded to a scale of approximately 150,000 data points with the same granularity, it would amount to 7,350 hours per month by simple calculation, which was not feasible. Flyle makes it possible to automatically classify and visualize even such large-scale data, allowing for deeper dives into areas that were previously beyond the scope of analysis. The automation of classification has created an environment where focus can be placed on analysis and in-depth problem-solving.

Ms. Toshiko Iida (left), Ms. Nagisa Saito (center), Ms. Shihomi Toyama (right)

- Substantiated hypothesis-based issues with data, leading to the creation of concrete improvement actions.

Discussions can now be held while substantiating previously hypothesis-based issues with actual data, improving the accuracy and speed of everything from issue recognition to the consideration of response policies. For example, regarding the issue faced by a relevant department of wanting to shorten contact center hold times but being unable to identify the causes and link them to specific improvement actions, by extracting and classifying hold reasons from conversation logs and visualizing them numerically, the direction for improvement can now be indicated based on data, receiving high praise from the responsible department. Currently, in collaboration with Flyle, they are analyzing the content and phrasing of conversations where holds did not occur, comparing them with inquiries that did involve holds, to connect to concrete improvement actions.

- Promoted initiatives for proactive response and operator protection through early detection of complaints and customer harassment.

By analyzing flags for risk indicators such as complaints and customer harassment (casuhara) in conjunction with call reasons, it has become possible to quantitatively grasp "what kind of inquiries are likely to escalate into complaints." Variations in complaint judgment, which previously relied on the skills of individual staff members, have also been reduced, allowing for quantitative understanding of trends. The factors leading to complaints are also becoming apparent, and feedback is being provided to the relevant departments. These initiatives are expected not only to prevent complaints but also to reduce the psychological burden on operators.

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Comments from Ms. Shihomi Toyama, Ms. Nagisa Saito, and Ms. Toshiko Iida, CX Management Department, Orient Corporation

Flyle's great appeal lies in its intuitive usability without requiring specialized knowledge, allowing data to be treated as fact. We find value not only in analyzing reviews and survey results but also in extracting the overall picture and insights from large, unorganized text data like conversation logs. The excellent support system, where Flyle always addresses our requests sincerely and proactively, is also a significant advantage.

As financial products are difficult to differentiate based on functionality, customer experience becomes crucial. In the future, we want to establish a company-wide culture where checking customer feedback with Flyle becomes the norm when considering improvements, and to spread a culture of discussing VOC data as a common language throughout the organization.

About Orient Corporation

Representative: Shin Umemiya, President and CEO

Established: December 1954

Location: 5-2-1 Kojimachi, Chiyoda-ku, Tokyo 102-8503

Service URL: https://www.orico.co.jp/

Company URL: https://www.orico.co.jp/company/

About Flyle "Flyle" is an AI transformation partner for contact centers and CX, providing AI products and support from a specialized team. It offers end-to-end solutions, starting with immediate problem-solving in the field, such as VOC analysis, response quality evaluation and training, and ACW (After Call Work) reduction, to the automation of operator responses. The goal is to evolve contact centers and CX departments into strategic starting points that transform the customer experience for the entire company.

Service URL: https://flyle.io/jp

Company Overview Name: Flyle Inc. Representative: Yuichi Takarabe Location: 35 Kowa Building Annex, 1-14-15 Akasaka, Minato-ku, Tokyo 107-0052, 2F Established: February 10, 2020 Capital: ¥100,000,000 Business: Development and provision of AI transformation service "Flyle" for contact centers and CX Service URL: https://flyle.io/jp Company URL: https://corp.flyle.io/