T&D Financial Life Implements RightTouch's "QANT VoC"

RightTouch Inc. (Headquarters: Shinagawa-ku, Tokyo; Representative Directors: Shuhei Nomura / Daito Nagasaki; hereinafter, RightTouch) announces that T&D Financial Life (Headquarters: Minato-ku, Tokyo; President and CEO: Kazuya Morinaka; hereinafter, T&D Financial Life) has implemented the VoC (Voice of Customer) analysis platform "QANT VoC".
In the increasingly important area of complaint handling for life insurance companies, this will establish a foundation for quantitatively grasping and analyzing VoC, supporting the reduction of workload for complaint extraction and internal report creation, and enabling swift reflection in improvement measures.

Furthermore, to further enhance T&D Financial Life's CX, initiatives have also begun with 'QANT Web' and 'QANT Speak' in conjunction with 'QANT VoC' from this press release.

'T&D Financial Life Implements RightTouch's "QANT Web" to Enhance Official Website's FAQ and Promote Self-Resolution and Inquiry Reduction with Proactive Answer Suggestions'

T&D Financial Life Begins Verification for AI Operator Implementation with RightTouch's "QANT Speak." Records 99.3% Accuracy in Purpose-Based Call Routing—Promoting Accuracy Verification for Hearing and Call Branching in Anticipation of Mass Policy Maturities in 2028

Background

In the life insurance industry, from the perspective of customer protection and internal control, there is a demand for a system to accurately grasp VoC, including complaints, and continuously link it to improvements. In addition, due to the diversification of inquiry channels and an increase in the number of inquiries, customer feedback is now accumulated across multiple contact points such as phone, web, and chat.

On the other hand, many processes for extracting, classifying, and reporting VoC still rely on manual labor, and there was a structural issue where complaint identification, trend analysis, and internal report creation were prone to depending on the experience and judgment of the person in charge. As a result, analysis took time, and in some cases, the lead time to improvement actions became prolonged.

Looking ahead to future increases in inquiries and the advancement of AI utilization, T&D Financial Life positions VoC not merely as a subject for reporting, but as a starting point for improving customer contact points. To standardize the entire process from complaint extraction to trend analysis, internal sharing, and reflection in improvement measures, and to build a reproducible operational system, they have implemented QANT VoC as their VoC analysis platform.

■ Implementation Details

The implementation of QANT VoC promotes the following initiatives.

・Quantifying and organizing VoC from the phone channel to streamline complaint extraction work

For the complaint extraction work that previously required multiple steps, a mechanism has been introduced to automatically classify and structure VoC based on call logs. This achieves standardization of the extraction work and a reduction in working hours.