DMM Adopts "AI Central Voice" for Customer Voice Analysis, Structuring 400,000 Annual Data Points and Reducing Report Creation to as little as 10 Minutes
TechTouch Inc. announced that DMM.com LLC has adopted "AI Central Voice" in its customer support division to analyze customer voices (VoC). This implementation automates the classification and aggregation of qualitative data, which previously took five staff members 150 hours per month, shortening report creation time to a minimum of 10 minutes.
📋 Article Processing Timeline
- 📰 Published: May 12, 2026 at 20:00
- 🔍 Collected: May 12, 2026 at 11:31
- 🤖 AI Analyzed: May 13, 2026 at 07:50 (20h 18m after Collected)
TechTouch Inc. is pleased to announce that "AI Central Voice" has been adopted by the customer support division of DMM.com LLC (Headquarters: Minato-ku, Tokyo, PF Company CEO: Yusuke Muranaka, hereinafter DMM) as a platform for analyzing customer voices (VoC).
This adoption will automate the classification and aggregation of qualitative data, a task that previously took five staff members 150 hours per month, shortening the report creation time to a minimum of 10 minutes per report. It establishes a mechanism to support swift service improvements based on data and highly convincing decision-making for enhancing customer satisfaction.
## Background of Adoption
DMM, which operates over 60 diverse services, leverages the "voice of the customer" obtained from approximately 400,000 customer touchpoints annually as fuel for business improvement. However, analysis was conventionally fragmented by service, requiring manual reclassification each time to grasp reactions to company-wide initiatives. Specifically, for approximately 30,000 qualitative data points (such as free-form responses) requiring deep analysis each month, five staff members visually confirmed and reclassified each one, consuming about 150 hours per month. Consequently, even when signs of improvement were identified on-site, there was a challenge in promptly presenting objective evidence to the business divisions for investment decisions. This adoption was made to move away from relying on "experience and intuition" and to make business decisions based on objective data.
## Key Deciding Factors for Adoption
"AI Central Voice" is an analysis platform where AI understands the context of customer voices, summarizes, classifies, and analyzes them to derive insights that strengthen business. Among several solutions compared and reviewed, the following points were primarily evaluated:
1. Transparency of information organization and visualization process
The clear mechanism where multiple AIs collaborate to organize information, strongly assisting human decision-making, was highly rated.
2. Advanced analytical capabilities to extract multiple issues from a single inquiry
The high functionality of "Ask AI," which allows users to ask questions to AI in a conversational format and instantly refer to necessary information, is expected to help on-site staff conduct deeper investigations.
3. Overwhelming adaptability to actual operations
A reduction of approximately 150 hours per month in aggregation and processing labor was anticipated, and it was confirmed that the report creation time could be shortened from 3 hours to as little as 10 minutes per report.
## Usage Effects and Future Outlook
With the adoption of "AI Central Voice," DMM anticipates the following effects:
1. Realization of high-value-added operations by shifting from "tasks" to "evidence-based proposals"
By reducing approximately 150 hours of aggregation labor per month, an environment will be created where staff can focus on deep analysis and improvement proposals for business divisions.
2. Consideration of backgrounds from multiple perspectives and improved accuracy in policy planning
Structuring customer voices across all areas of DMM's diverse businesses. Utilizing this as material to understand the background of dissatisfaction that cannot be captured by quantitative data and potential service needs, thereby enhancing the accuracy of policy planning.
3. Rapid organizational decision-making through a "customer information platform" that allows each business division to utilize VoC themselves
By establishing a "customer information platform" where each business division can refer to customer voices themselves and use them for prioritizing decisions, the aim is to achieve rapid decision-making across the entire organization.
The company will begin building an analysis platform and verifying its effects, targeting approximately 400,000 data points annually. TechTouch Inc. will support DMM in utilizing "customer voices as a reliable guide for business improvement" and continuously making consistent decisions through "AI Central Voice."
## Comment from Mr. Takakuwa, DMM.com LLC
In adopting the solution, we compared several products and focused not only on reducing man-hours through qualitative analysis automation but also on how much we could enhance the speed and quality of decision-making. Through verification using actual VoC data, we confirmed high summarization and classification accuracy, flexible analysis through AI dialogue, and the ability to clear stringent security requirements. Ultimately, we decided to adopt the solution based on a comprehensive evaluation of its seamless construction of the entire process from insight generation to analysis, and its robust operational support system. Furthermore, the high affinity of being able to build dashboards on a common platform with existing BI tools, thereby enabling rapid company-wide deployment while suppressing on-site learning costs, was also a major deciding factor for a company like ours with diverse businesses.
## About DMM.com LLC
DMM.com LLC, established in 1998, is a comprehensive internet company. It operates over 60 businesses in a wide range of areas, from entertainment to infrastructure, including video streaming, FX, English conversation, games, solar power generation, and 3D printing.
This adoption will automate the classification and aggregation of qualitative data, a task that previously took five staff members 150 hours per month, shortening the report creation time to a minimum of 10 minutes per report. It establishes a mechanism to support swift service improvements based on data and highly convincing decision-making for enhancing customer satisfaction.
## Background of Adoption
DMM, which operates over 60 diverse services, leverages the "voice of the customer" obtained from approximately 400,000 customer touchpoints annually as fuel for business improvement. However, analysis was conventionally fragmented by service, requiring manual reclassification each time to grasp reactions to company-wide initiatives. Specifically, for approximately 30,000 qualitative data points (such as free-form responses) requiring deep analysis each month, five staff members visually confirmed and reclassified each one, consuming about 150 hours per month. Consequently, even when signs of improvement were identified on-site, there was a challenge in promptly presenting objective evidence to the business divisions for investment decisions. This adoption was made to move away from relying on "experience and intuition" and to make business decisions based on objective data.
## Key Deciding Factors for Adoption
"AI Central Voice" is an analysis platform where AI understands the context of customer voices, summarizes, classifies, and analyzes them to derive insights that strengthen business. Among several solutions compared and reviewed, the following points were primarily evaluated:
1. Transparency of information organization and visualization process
The clear mechanism where multiple AIs collaborate to organize information, strongly assisting human decision-making, was highly rated.
2. Advanced analytical capabilities to extract multiple issues from a single inquiry
The high functionality of "Ask AI," which allows users to ask questions to AI in a conversational format and instantly refer to necessary information, is expected to help on-site staff conduct deeper investigations.
3. Overwhelming adaptability to actual operations
A reduction of approximately 150 hours per month in aggregation and processing labor was anticipated, and it was confirmed that the report creation time could be shortened from 3 hours to as little as 10 minutes per report.
## Usage Effects and Future Outlook
With the adoption of "AI Central Voice," DMM anticipates the following effects:
1. Realization of high-value-added operations by shifting from "tasks" to "evidence-based proposals"
By reducing approximately 150 hours of aggregation labor per month, an environment will be created where staff can focus on deep analysis and improvement proposals for business divisions.
2. Consideration of backgrounds from multiple perspectives and improved accuracy in policy planning
Structuring customer voices across all areas of DMM's diverse businesses. Utilizing this as material to understand the background of dissatisfaction that cannot be captured by quantitative data and potential service needs, thereby enhancing the accuracy of policy planning.
3. Rapid organizational decision-making through a "customer information platform" that allows each business division to utilize VoC themselves
By establishing a "customer information platform" where each business division can refer to customer voices themselves and use them for prioritizing decisions, the aim is to achieve rapid decision-making across the entire organization.
The company will begin building an analysis platform and verifying its effects, targeting approximately 400,000 data points annually. TechTouch Inc. will support DMM in utilizing "customer voices as a reliable guide for business improvement" and continuously making consistent decisions through "AI Central Voice."
## Comment from Mr. Takakuwa, DMM.com LLC
In adopting the solution, we compared several products and focused not only on reducing man-hours through qualitative analysis automation but also on how much we could enhance the speed and quality of decision-making. Through verification using actual VoC data, we confirmed high summarization and classification accuracy, flexible analysis through AI dialogue, and the ability to clear stringent security requirements. Ultimately, we decided to adopt the solution based on a comprehensive evaluation of its seamless construction of the entire process from insight generation to analysis, and its robust operational support system. Furthermore, the high affinity of being able to build dashboards on a common platform with existing BI tools, thereby enabling rapid company-wide deployment while suppressing on-site learning costs, was also a major deciding factor for a company like ours with diverse businesses.
## About DMM.com LLC
DMM.com LLC, established in 1998, is a comprehensive internet company. It operates over 60 businesses in a wide range of areas, from entertainment to infrastructure, including video streaming, FX, English conversation, games, solar power generation, and 3D printing.