LIXIL Case Study: Cloud-Based Contact Center 'HARMONY'
Logical Arts provided LIXIL with its AI contact center service 'HARMONY', achieving significant efficiency in call log creation and improved response quality, reducing after-call work time by up to 90%.
📋 Article Processing Timeline
- 📰 Published: June 10, 2026 at 21:01
- 🔍 Collected: June 10, 2026 at 12:21
- 🤖 AI Analyzed: June 11, 2026 at 07:04 (18h 43m after Collected)
Logical Arts Co., Ltd. (Headquarters: Osaka City, Osaka Prefecture, hereinafter 'Logical Arts') has provided the AI contact center service 'HARMONY' to LIXIL Corporation (Headquarters: Tokyo, hereinafter 'LIXIL'), achieving significant efficiency in call record creation and improved response quality.
Through this implementation, LIXIL has achieved a fundamental improvement in its call center operations, including a reduction of after-call work time by up to approximately 90%.
Background and Challenges
LIXIL receives highly specialized inquiries daily regarding water-related and building material products, requiring accurate and rapid responses.
Meanwhile, with the increasing sophistication of call center operations, the following challenges became apparent:
- Increased operational burden due to the aging operator workforce
- Increased workload from administrative tasks such as post-call log entry
- Rising training costs, requiring approximately one year to train new employees
- Inconsistent quality due to personalized response logs
These issues led to decreased operational efficiency and increased on-site burden.
Reasons for Selecting HARMONY
After comparing multiple solutions, LIXIL selected 'HARMONY' based on its cost benefits.
Additionally, the system's practicality, as it can be used on-site without additional development, the collaborative approach to tailoring it to actual operations, and its ability to meet security requirements were also highly evaluated, leading to its adoption.
Effects of HARMONY Implementation
As the phased implementation progresses towards full-scale operation, adjustments and improvements are being made according to on-site operations, and the following significant effects have already been observed:
- Significant reduction in after-call work time
Before implementation: 4-5 minutes per case
After implementation: Average 30 seconds to 1 minute per case
Workload reduced by up to approximately 90%.
The call transcription feature eliminated the need to review recordings.
- Standardization of log quality
By utilizing AI summaries, variations in writing styles among operators have been reduced, standardizing log quality.
This has improved information accuracy and consistency, leading to more precise quality management.
- Improved response quality and speed
CTI integration enables instant display of customer information, improving operator response speed and accuracy.
This contributes to an overall improvement in customer service quality.
- Streamlined management operations
Smooth linkage between logs and voice data allows managers to quickly review necessary calls.
This has led to more efficient review operations.
Future Outlook
Looking ahead, the company expects that support during calls, not just after-call efficiency, will lead to smoother responses by providing necessary information on the spot.
The key focus is on 'real-time operator support'.
The company believes it is crucial to quickly access necessary knowledge during a call, not after it ends.
The goal is to create a system where AI suggests options, and humans modify and deliver the answer, thereby lowering the barrier for new and older employees to become operators.
Under the vision that 'even as systems become more complex, there will always be parts that require human interaction. That is why we want to evolve into a system that is easy for anyone to use,' HARMONY will continue to support the evolution of the company's call centers.
■ LIXIL Case Study Page
https://logical.co.jp/service/harmony/case3
■ Learn more about 'HARMONY'
https://logical.co.jp/service/harmony/
About LIXIL
LIXIL develops and provides advanced toilets, baths, kitchens, and other water-related products, as well as windows, doors, interiors, and exteriors, to solve everyday life challenges and realize rich, comfortable homes for everyone worldwide.
Building on a tradition of manufacturing, LIXIL contributes to better living for people through world-leading technology and innovation via numerous product brands including INAX, GROHE, American Standard, and TOSTEM.
With approximately 53,000 employees and operations in over 150 countries, LIXIL supports the daily lives of over 1 billion people worldwide by providing products from the consumer's perspective.
The company's system 'e-Connection' (nicknamed 'Iikone'), specialized for water-related products, allows distributors and contractors to complete estimates and orders online.
The company is also focusing on products for the growing renovation market.
One of its strengths is that its products can handle major renovations.
Company Name: LIXIL Corporation
Date of Establishment: September 19, 1949
Number of Employees: 53,206 (as of March 2025)
URL: https://www.lixil.com/jp/
About Logical Arts Co., Ltd.
Logical Arts Co., Ltd. is a company that supports customer business growth by leveraging advanced technologies such as AWS, Salesforce, IoT, and AI. It contributes to optimizing business processes and reducing costs through cloud integration and infrastructure design, construction, operation, and maintenance.
Contact for this Release
Logical Arts Co., Ltd. Osaka Headquarters
Phone: 06-6263-3570
Inquiries: https://logical.co.jp/contact/
Through this implementation, LIXIL has achieved a fundamental improvement in its call center operations, including a reduction of after-call work time by up to approximately 90%.
Background and Challenges
LIXIL receives highly specialized inquiries daily regarding water-related and building material products, requiring accurate and rapid responses.
Meanwhile, with the increasing sophistication of call center operations, the following challenges became apparent:
- Increased operational burden due to the aging operator workforce
- Increased workload from administrative tasks such as post-call log entry
- Rising training costs, requiring approximately one year to train new employees
- Inconsistent quality due to personalized response logs
These issues led to decreased operational efficiency and increased on-site burden.
Reasons for Selecting HARMONY
After comparing multiple solutions, LIXIL selected 'HARMONY' based on its cost benefits.
Additionally, the system's practicality, as it can be used on-site without additional development, the collaborative approach to tailoring it to actual operations, and its ability to meet security requirements were also highly evaluated, leading to its adoption.
Effects of HARMONY Implementation
As the phased implementation progresses towards full-scale operation, adjustments and improvements are being made according to on-site operations, and the following significant effects have already been observed:
- Significant reduction in after-call work time
Before implementation: 4-5 minutes per case
After implementation: Average 30 seconds to 1 minute per case
Workload reduced by up to approximately 90%.
The call transcription feature eliminated the need to review recordings.
- Standardization of log quality
By utilizing AI summaries, variations in writing styles among operators have been reduced, standardizing log quality.
This has improved information accuracy and consistency, leading to more precise quality management.
- Improved response quality and speed
CTI integration enables instant display of customer information, improving operator response speed and accuracy.
This contributes to an overall improvement in customer service quality.
- Streamlined management operations
Smooth linkage between logs and voice data allows managers to quickly review necessary calls.
This has led to more efficient review operations.
Future Outlook
Looking ahead, the company expects that support during calls, not just after-call efficiency, will lead to smoother responses by providing necessary information on the spot.
The key focus is on 'real-time operator support'.
The company believes it is crucial to quickly access necessary knowledge during a call, not after it ends.
The goal is to create a system where AI suggests options, and humans modify and deliver the answer, thereby lowering the barrier for new and older employees to become operators.
Under the vision that 'even as systems become more complex, there will always be parts that require human interaction. That is why we want to evolve into a system that is easy for anyone to use,' HARMONY will continue to support the evolution of the company's call centers.
■ LIXIL Case Study Page
https://logical.co.jp/service/harmony/case3
■ Learn more about 'HARMONY'
https://logical.co.jp/service/harmony/
About LIXIL
LIXIL develops and provides advanced toilets, baths, kitchens, and other water-related products, as well as windows, doors, interiors, and exteriors, to solve everyday life challenges and realize rich, comfortable homes for everyone worldwide.
Building on a tradition of manufacturing, LIXIL contributes to better living for people through world-leading technology and innovation via numerous product brands including INAX, GROHE, American Standard, and TOSTEM.
With approximately 53,000 employees and operations in over 150 countries, LIXIL supports the daily lives of over 1 billion people worldwide by providing products from the consumer's perspective.
The company's system 'e-Connection' (nicknamed 'Iikone'), specialized for water-related products, allows distributors and contractors to complete estimates and orders online.
The company is also focusing on products for the growing renovation market.
One of its strengths is that its products can handle major renovations.
Company Name: LIXIL Corporation
Date of Establishment: September 19, 1949
Number of Employees: 53,206 (as of March 2025)
URL: https://www.lixil.com/jp/
About Logical Arts Co., Ltd.
Logical Arts Co., Ltd. is a company that supports customer business growth by leveraging advanced technologies such as AWS, Salesforce, IoT, and AI. It contributes to optimizing business processes and reducing costs through cloud integration and infrastructure design, construction, operation, and maintenance.
Contact for this Release
Logical Arts Co., Ltd. Osaka Headquarters
Phone: 06-6263-3570
Inquiries: https://logical.co.jp/contact/
FAQ
How much did HARMONY reduce LIXIL's after-call work time?
After-call work time was reduced from 4-5 minutes per case to an average of 30 seconds to 1 minute, a reduction of up to 90%.
Why did LIXIL choose HARMONY?
LIXIL selected HARMONY for its cost benefits, practicality without additional development, customizability, and ability to meet security requirements.
What are the main effects of implementing HARMONY?
The main effects are significant reduction in after-call work time, standardization of log quality, improved response quality and speed, and streamlined management operations.