Kaunet Utilizes Flyle to Achieve AI-Powered Quality Evaluation and Training for 10,000 Calls Monthly, Enhancing Customer Value.

Flyle Inc., a provider of "Flyle," an AI transformation partner for contact centers and CX, announces the utilization case and results of Flyle at Kaunet Inc. (hereinafter, Kaunet).

Kaunet previously manually classified and analyzed over 320,000 pieces of VOC (Voice of Customer) annually from sources such as phone calls, email forms, and inquiry surveys. Due to the personalization of classification and focus on high-priority VOC, detailed customer feedback was not effectively utilized for improvements. Furthermore, contact center response quality monitoring was limited to sampling 1-2 calls per operator per month, leading to issues with evaluation consistency and training.

With the introduction of Flyle, Kaunet has achieved automated classification and visualization of 320,000 VOCs annually using generative AI, and AI analysis and scoring of approximately 10,000 calls per month. In cases of rapid inquiry increases, analysis is performed on the same day, leading to FAQ improvements the next day, and a reduction in phone inquiries by one-fourth.

Background of Flyle Implementation

Kaunet Inc., a core company in the Kokuyo Group's e-commerce business, operates with the mission to "create valuable experiences for all working people through technology and creativity." In terms of CX improvement, they define challenges that lead to loss of customer trust as "promise breaks" and strive for daily improvements. They have also established "CX Management Indicators" such as stockout rate, delay rate, and response rate, managing them with the same importance as sales and profit.

Although a voice-to-text tool was introduced to the contact center in December 2024, establishing a foundation for collecting all voices, it was practically impossible to manually analyze over 320,000 VOCs annually. Improvement measures were therefore limited to high-priority VOCs. Additionally, due to the personalization of classification by multiple operators handling phone inquiries and the limitations of response quality evaluation sampling, they decided to implement Flyle, which enables automated classification and visualization using generative AI.

Results After Implementation

Through the utilization of Flyle, Kaunet has achieved the following three CX reforms:

- Visualization of Hidden Promise Breaks and Company-Wide Sharing

A foundation has been built for comprehensive and objective automated classification and visualization of over 320,000 VOCs annually using AI. This allows for the capture of even minor feedback, such as "difficulty in determining the roundness of clear holder corners on product pages," which previously went unnoticed. The communication of improvement priorities to other departments has become more convincing through visual reports from Flyle's dashboard, leading to smoother collaboration on improvement measures. Cases that previously took a week to investigate specific issues can now be visualized the next day, enabling same-day reporting to management.

Mr. Hiromitsu Kurashina (left), Mr. Yutaka Usuha (center), and Mr. Kenji Mamiya (right) from Kaunet Inc.

- Reduction of Phone Inquiries by One-Fourth Through Same-Day Analysis and Next-Day FAQ Improvement During Rapid Inquiry Increases

When inquiries surged with 200 phone calls and 100 email form submissions per day due to a rapid increase in new customers, Flyle was used to instantly analyze the data and pinpoint "which screen and where errors were occurring." As a result of improving FAQs and web navigation the following day, phone inquiries decreased from over 200 to about 50 the next day. The effectiveness of improvements and changes in customer behavior are quantitatively visualized on the dashboard, establishing a system for continuous follow-up actions.

- Establishment of a System for Evaluating and Training All Calls Through AI Analysis of 10,000 Calls Monthly

Kaunet has evolved from sampling a few percent of recorded calls to a "full-call quality management" system that automatically analyzes and scores approximately 10,000 calls per month using AI. Qualitative skills such as "empathy expression," "politeness," and "listening posture" are objectively scored by analyzing language, problem-solving speed, and customer emotional changes from multiple perspectives. It is also used for immediate AI feedback on simulated calls for new employees, simultaneously improving overall response quality and the accuracy of individual training.

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Comments from Mr. Kenji Mamiya, Mr. Hiromitsu Kurashina, and Mr. Yutaka Usuha from Kaunet Inc.'s CX Strategy Department

Before implementing Flyle, only high-priority VOCs out of over 320,000 annually were utilized for improvements. Now, even minor feedback like "difficulty in determining the roundness of clear holder corners on the site" can be visualized, and the quantitative reports from the dashboard have significantly increased the acceptance of sharing with other departments. Even in situations with a surge in inquiries, Flyle enabled concrete improvement actions the very next day.

Furthermore, the monthly AI evaluation of 10,000 calls has accelerated overall response quality improvement and new employee training. The true objective is not merely operational efficiency, but rather to allow staff to focus on deeply understanding the customer's background and engaging in empathetic communication by having AI handle routine analysis. To maximize human-centric "empathy" through technology, we aim to continuously improve the customer experience by linking VOC data with financial and behavioral data in the medium to long term, enabling more accurate and prompt responses.

About Kaunet Inc. (https://www.kokuyo.com/kaunet/)

Kaunet promotes initiatives to create valuable experiences for all working people through technology and creativity, offering an e-commerce platform usable by businesses of all sizes, from large corporations to small and medium-sized enterprises. "Benrinet" (https://www.benrinet.com/), which can be used as a cloud-managed procurement system, and "Kaunet" (https://www.kaunet.com/), which allows for quick and easy online purchases, have been supported by many customers over the years.

About Flyle "Flyle" is an AI transformation partner for contact centers and CX, providing AI-native products and support from a specialized team. From immediate problem-solving in the field, such as VOC analysis, response quality evaluation and training, after-call work reduction, AI operators, and FAQ improvement, to the automation of operator responses, Flyle offers a comprehensive solution. It supports the evolution of contact centers and CX departments into strategic hubs that transform the customer experience across the entire company. Service URL: https://flyle.io/jp

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