Orico Car Life Achieves 100% Call Completion Rate on Day After Launch with AI Phone Agent "BOTCHAN AICALL"
wevnal's AI phone agent "BOTCHAN AICALL" achieved a 100% call completion rate on the day after its launch in a proof-of-concept (PoC) with Orico Car Life. This AI-human co-creation model aims to reduce employee burden and improve customer experience, especially with mandatory customer harassment countermeasures coming in October 2026.
📋 Article Processing Timeline
- 📰 Published: April 30, 2026 at 19:00
- 🔍 Collected: April 30, 2026 at 10:31
- 🤖 AI Analyzed: April 30, 2026 at 20:50 (10h 19m after Collected)
wevnal Inc. (Headquarters: Shibuya-ku, Tokyo; Representative Director: Hirofumi Isoyama; hereinafter "wevnal") is pleased to announce that its AI phone agent "BOTCHAN AICALL," provided to Orico Car Life Co., Ltd. (Headquarters: Shinjuku-ku, Tokyo; hereinafter "Orico Car Life"), achieved a 100% call completion rate on the day after its launch in a proof-of-concept (PoC).
This initiative also resulted in a twofold increase in the conversion rate (CVR) during human interactions, as AI accurately handles initial responses and routine tasks. This is presented as an advanced example of an "AI-human co-creation model" that balances reduced employee burden and improved customer experience, against the backdrop of mandatory customer harassment (kashara) countermeasures expected in October 2026.
Background: Resolving the Trade-off Between Kashara Countermeasures and "Customer Service Quality"
With the revised Act on Comprehensive Promotion of Labor Policies to be enforced on October 1, 2026, companies will be obligated to take "necessary measures for employment management," such as establishing consultation desks and preparing manuals, to protect workers from significant nuisance behavior by customers (customer harassment) (※1). Consequently, mental health care and protection for employees have become urgent issues in customer service fields, including call centers.
However, simply mechanizing or simplifying responses can lead to a decline in customer satisfaction.
For Orico Car Life's car leasing service "Orico de Noru," the challenge was how to maintain high-quality "skilled customer service" amidst an increase in incoming calls due to business growth. Therefore, "BOTCHAN AICALL" was introduced to inherit the expertise of skilled operators to AI, and a verification was conducted to achieve both efficiency and maximized hospitality.
(※1) References: Ministry of Health, Labour and Welfare
・"Harassment countermeasures will be strengthened from October 1, 2026!"
https://www.mhlw.go.jp/content/001662629.pdf
・"Customer Harassment Countermeasures Corporate Manual"
https://www.mhlw.go.jp/content/11921000/000894063.pdf
Results of the PoC: AI as a "Shield," Creating an Environment Where People Shine as "Professionals"
【Overview of the PoC】
Implementation Period: September 26, 2025 – Present (※Verification results in this announcement are based on October and November performance)
Target Operations: Phone inquiries for car leasing service "Orico de Noru" (pre-screening applications, general inquiries)
Implementation Details: The expertise of skilled operators was taught to AI, and "BOTCHAN AICALL" automated initial responses. From November 13, the operating scope was expanded to include receiving calls outside business hours. Furthermore, the on-site and CS teams closely collaborated to establish an operational cycle for continuously improving response flows through analysis of voice logs.
【Specific Verification Results】
As a result of this verification, the following achievements were obtained, proving the compatibility of call reception efficiency and direct sales contribution (conversion creation), going beyond mere automated responses.
・Achieved "100% call completion rate" on the day after launch, maintaining overwhelmingly high levels on a monthly average
The call completion rate on the first day of operation was 90%, but by incorporating live response data from the field and instantly reflecting it in the logic, a daily call completion rate of 100% was achieved the next day. By continuously running this cycle of "instantly optimizing AI while in operation," the monthly average also consistently maintained extremely high levels comparable to human interactions, at 96.0% in October and 98.39% in November.
・Complete elimination of opportunity loss through 24-hour operation and direct contribution to "conversions" originating from the AI window
Even for individual circumstances difficult for AI to answer, a "positive call termination flow" was designed to smoothly connect customers to human support during business hours without giving a negative impression. Since the start of 24-hour operation, 100% of night and holiday calls that were previously missed are now captured, establishing a system that consistently generates pre-screening applications (CV). Conversions originating from AI responses are steadily accumulating, proving that AI functions as a "powerful sales channel" that complements professional human interactions, going beyond being a mere efficiency tool.
・Human conversion rate (CVR) also doubled through co-creation with AI
By having AI handle initial responses and routine guidance, an environment was created where operators could concentrate on tasks requiring more advanced judgment and consulting. Additionally, the process of team members meticulously analyzing AI voice logs and pursuing response quality also had an "educational effect" that raised the overall customer service skills of the entire organization.
As a result, a synergistic effect was confirmed, with the conversion rate (CVR) for human interactions increasing twofold.
This initiative also resulted in a twofold increase in the conversion rate (CVR) during human interactions, as AI accurately handles initial responses and routine tasks. This is presented as an advanced example of an "AI-human co-creation model" that balances reduced employee burden and improved customer experience, against the backdrop of mandatory customer harassment (kashara) countermeasures expected in October 2026.
Background: Resolving the Trade-off Between Kashara Countermeasures and "Customer Service Quality"
With the revised Act on Comprehensive Promotion of Labor Policies to be enforced on October 1, 2026, companies will be obligated to take "necessary measures for employment management," such as establishing consultation desks and preparing manuals, to protect workers from significant nuisance behavior by customers (customer harassment) (※1). Consequently, mental health care and protection for employees have become urgent issues in customer service fields, including call centers.
However, simply mechanizing or simplifying responses can lead to a decline in customer satisfaction.
For Orico Car Life's car leasing service "Orico de Noru," the challenge was how to maintain high-quality "skilled customer service" amidst an increase in incoming calls due to business growth. Therefore, "BOTCHAN AICALL" was introduced to inherit the expertise of skilled operators to AI, and a verification was conducted to achieve both efficiency and maximized hospitality.
(※1) References: Ministry of Health, Labour and Welfare
・"Harassment countermeasures will be strengthened from October 1, 2026!"
https://www.mhlw.go.jp/content/001662629.pdf
・"Customer Harassment Countermeasures Corporate Manual"
https://www.mhlw.go.jp/content/11921000/000894063.pdf
Results of the PoC: AI as a "Shield," Creating an Environment Where People Shine as "Professionals"
【Overview of the PoC】
Implementation Period: September 26, 2025 – Present (※Verification results in this announcement are based on October and November performance)
Target Operations: Phone inquiries for car leasing service "Orico de Noru" (pre-screening applications, general inquiries)
Implementation Details: The expertise of skilled operators was taught to AI, and "BOTCHAN AICALL" automated initial responses. From November 13, the operating scope was expanded to include receiving calls outside business hours. Furthermore, the on-site and CS teams closely collaborated to establish an operational cycle for continuously improving response flows through analysis of voice logs.
【Specific Verification Results】
As a result of this verification, the following achievements were obtained, proving the compatibility of call reception efficiency and direct sales contribution (conversion creation), going beyond mere automated responses.
・Achieved "100% call completion rate" on the day after launch, maintaining overwhelmingly high levels on a monthly average
The call completion rate on the first day of operation was 90%, but by incorporating live response data from the field and instantly reflecting it in the logic, a daily call completion rate of 100% was achieved the next day. By continuously running this cycle of "instantly optimizing AI while in operation," the monthly average also consistently maintained extremely high levels comparable to human interactions, at 96.0% in October and 98.39% in November.
・Complete elimination of opportunity loss through 24-hour operation and direct contribution to "conversions" originating from the AI window
Even for individual circumstances difficult for AI to answer, a "positive call termination flow" was designed to smoothly connect customers to human support during business hours without giving a negative impression. Since the start of 24-hour operation, 100% of night and holiday calls that were previously missed are now captured, establishing a system that consistently generates pre-screening applications (CV). Conversions originating from AI responses are steadily accumulating, proving that AI functions as a "powerful sales channel" that complements professional human interactions, going beyond being a mere efficiency tool.
・Human conversion rate (CVR) also doubled through co-creation with AI
By having AI handle initial responses and routine guidance, an environment was created where operators could concentrate on tasks requiring more advanced judgment and consulting. Additionally, the process of team members meticulously analyzing AI voice logs and pursuing response quality also had an "educational effect" that raised the overall customer service skills of the entire organization.
As a result, a synergistic effect was confirmed, with the conversion rate (CVR) for human interactions increasing twofold.