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, announced 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 needs were 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 during off-hours, 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, has been published: 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 Under the corporate slogan 'Rohto is Heart,' Rohto Pharmaceutical's customer support center serves as the frontline connecting the company with its customers, prioritizing heartfelt communication that goes beyond simple inquiry handling. A core pillar of their activity is feeding customer feedback back into the company to drive improvements in products and services. As the company aimed to build a support system that satisfies a wider range of generations, it identified listening to 'silent customers'—particularly younger demographics who use the website rather than calling—as a key theme. Additionally, for after-hours phone inquiries, they sought to move beyond simple automated responses to create an environment that smoothly guides customers toward resolving their issues. Furthermore, to advance these initiatives quickly, the company prioritized autonomous operations where frontline staff could immediately modify scenarios and analyze data. To optimize support in real-time, they aimed 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 RightTouch's QANT series, which allows for intuitive operation without specialized knowledge and enables frontline-led PDCA cycles, leading to the adoption of QANT Web to optimize the web customer experience and QANT Speak to facilitate self-service resolution over the phone.