RightTouch Implements "QANT VoC" for Full-Scale Generative AI-Powered VoC Analysis and Automated Response Quality Evaluation at ORIX Life Insurance

RightTouch Inc. (Headquarters: Shinagawa-ku, Tokyo; Representatives: Shuhei Nomura, Daito Nagasaki; hereinafter "RightTouch"), a provider of AI contact center infrastructure for enterprises, is pleased to announce that ORIX Life Insurance Corporation (Headquarters: Chiyoda-ku, Tokyo; President: Kazunori Kataoka; hereinafter "ORIX Life Insurance") has implemented its VoC (※) analysis platform "QANT VoC".

※ VoC (Voice of Customer) means "customer's voice".

ORIX Life Insurance has approximately 4.71 million policies in force, primarily for medical and death insurance, and its contact center receives approximately 80,000 inquiries per month. Many of these inquiries contain voices directly related to service and product improvements, such as customer concerns, consultations on coverage details, and inquiries about new products and riders. Leveraging these insights further has become an important theme.

In light of this situation, ORIX Life Insurance aims to achieve three key objectives with the introduction of QANT VoC: 1 "Accuracy" in objectively and quantitatively grasping the content of inquiries, 2 "Timeliness" in understanding the reasons for changes in real-time and enabling proactive responses, and 3 "Comprehensiveness" in visualizing all inquiries, including regular ones. QANT VoC was introduced to build a foundation that can continuously drive an improvement cycle for products, services, and response design, starting with customer feedback.

Through these initiatives, RightTouch will support the construction of a foundation that underpins data-driven, continuous service improvement.

Comments

Mr. Nobumasa Watanabe, General Manager, Operation Management Department, Customer Service Division, ORIX Life Insurance Corporation

Our company has always strived for service improvement and operational efficiency based on customer feedback, but much of this was limited to complaint analysis and interviews with frontline staff. While we held the ideal of "listening to all customer voices," the reality was that we couldn't achieve it due to constraints in workload. We feel it is highly significant that this ideal has now become a reality and our long-standing challenge has been resolved through RightTouch's generative AI utilization technology. Going forward, we will make "listening to all customer voices" our strength and further accelerate service improvement and operational efficiency.

Shuhei Nomura, Representative Director, RightTouch Inc.

ORIX Life Insurance serves a large number of customers, primarily with medical and death insurance, and has positioned its contact center as a "most important touchpoint with customers." This initiative is an advanced case in the life insurance industry, involving the constant operation of summarization, classification, and analysis using generative AI for all approximately 80,000 monthly inquiries.

We consider VoC to be important information assets that directly link not only to complaint management and internal controls but also to product development, service improvement, and management decisions. "QANT VoC" provides a mechanism to analyze customer voices on the same standard, regardless of whether they are complaints, thereby supporting the evolution of customer feedback into a "starting point for customer-centric business operations and service improvement." We will contribute to further improvement of the customer experience through the realization of a continuous improvement cycle based on data.

About QANT VoC

"QANT VoC" is a product that realizes "customer-centric management" by linking customer voices from the customer support department to all other departments, based on the concept of "from listening to customer voices to utilizing them." It automates the entire process of data processing, analysis, and improvement suggestions using proprietary analysis models powered by generative AI, for customer voices (inquiry data) accumulated in contact centers through all support channels such as phone, chat, and email, in a one-stop solution.

About QANT

"QANT" is a product that realizes an AI contact center by supporting the multifaceted implementation of AI in each task and customer touchpoint of customer support. It connects and optimizes the entire operation. By automating time-consuming tasks such as issue analysis, proposal creation, and knowledge creation with "AI," and allowing human resources to focus on areas requiring human involvement such as content review, decision-making, and interpersonal communication, it reduces workload and enables a focus on creating a better customer experience.

Furthermore, it creates an ideal PDCA cycle that enhances the accuracy of AI and accumulates data for continuous customer support through a cyclical process.

<Main Product Group>

QANT Web: A support platform that detects customer issues before they inquire and supports self-resolution on the web.

QANT Speak: An autonomous AI voice bot that delves deeper into issues in a conversational format by combining corporate knowledge, VoC, and generative AI.

QANT VoC: A VoC utilization product that automates everything from processing and analyzing customer voices to proposing improvements using generative AI.

QANT Knowledge Hub: An AI-Ready knowledge integration platform that consolidates knowledge such as FAQs, manuals, and response history dispersed within the company and reconstructs it in a form that can be utilized by both humans and AI.

Product Site: https://qant.jp/

The QANT series is being introduced to a wide range of industries, including finance, telecommunications, insurance, and retail, primarily to enterprise companies, and has achieved solid results, including a verification case that recorded a 99.3% accuracy rate in classifying inquiries by purpose.

About RightTouch Inc.

With the mission of "Freeing all people from negative experiences and unlocking their potential," RightTouch develops and provides "QANT," an evolving AI contact center infrastructure that improves its accuracy with use, through the collaboration of AI and humans. Through multiple products for AI operators, VoC analysis, web support, and contact center operations, it achieves significant reductions in workload and dramatic improvements in CX/EX, supporting the transformation of customer support (CS) for enterprise companies in various industries such as finance, infrastructure, and retail. It is a startup spun out from PLAID (TSE Growth 4165).

Company Name: RightTouch Inc.

Location: Meguro Techno Building 2F, 4-31-18 Nishi-Gotanda, Shinagawa-ku, Tokyo

Representatives: Shuhei Nomura, Daito Nagasaki

Date Established: October 27, 2021

Business Activities: Development and provision of the customer support platform "QANT"

Company URL: https://righttouch.co.jp/