RightTouch Supports Rohto Pharmaceutical's Customer-Centric Support Experience with AI

RightTouch Inc. (Headquarters: Shinagawa-ku, Tokyo; CEOs: Shuhei Nomura/Daito Nagasaki), a company transforming customer support through data and AI, is pleased to announce the implementation of its web support platform 'QANT Web' and autonomous voice bot 'QANT Speak' at the customer support center of Rohto Pharmaceutical Co., Ltd. (Headquarters: Osaka, Osaka; President: Hidetoshi Segi).

Through this initiative, Rohto Pharmaceutical can now understand the needs of 'silent customers'—those whose feedback was previously difficult to capture—based on their behavior on the company's website. Furthermore, the introduction of QANT Speak has established an after-hours response system via voice bot, enabling over 1,000 self-service resolutions per month and collecting customer feedback that was previously missed, thereby enhancing the overall customer experience.

An interview regarding this initiative featuring Mr. Fujii, Manager of the Customer Product Information Department's Customer Support Center, along with center staff members Ms. Kayama and Ms. Terashima, is available here: https://cxclip.karte.io/friends/story/rohto_qantweb_qantspeak

※ The 'Right' series was rebranded to the 'QANT' series on October 1, 2025. QANT Web (formerly RightSupport), QANT Speak (formerly RightVoicebot).

Background of Rohto Pharmaceutical's Adoption of QANT Web/QANT Speak

Guided by the corporate slogan 'Rohto is Heart,' Rohto Pharmaceutical's customer support center serves as the front line connecting the company with its customers. They prioritize heartfelt communication that goes beyond simple inquiry handling, focusing on feeding customer feedback back into the company to improve products and services.

As the company aimed to build a support system that satisfies a wider range of generations, they identified listening to 'silent customers'—particularly younger demographics who prefer not to use the phone—as a key theme. Additionally, they sought to move beyond simple automated responses for after-hours phone inquiries, aiming to create an environment that smoothly guides customers to solutions.

Furthermore, to advance these initiatives quickly, they prioritized autonomous operations where frontline staff could immediately modify scenarios and analyze data. To optimize support in real-time, they sought to build an operational foundation that is intuitive and allows for the rapid implementation of measures in response to changing customer situations.

Against this backdrop, they focused on the RightTouch QANT series, which allows for intuitive operation without specialized knowledge and enables the frontline to drive the PDCA cycle. This led to the adoption of QANT Web to optimize the web-based customer experience and QANT Speak to facilitate self-service resolution over the phone.