Terrasky Supports Implementation of Salesforce AI Solution at KINTO Customer Center, Significantly Reducing Post-Call Processing Time
Terrasky supported the implementation of a Salesforce AI solution at the KINTO Customer Center, achieving a significant reduction of approximately 200 seconds in operator post-call processing time. This initiative establishes a new standard for efficient customer support using AI amidst a severe labor shortage.
📋 Article Processing Timeline
- 📰 Published: April 24, 2026 at 20:07
- 🔍 Collected: April 24, 2026 at 11:31
- 🤖 AI Analyzed: April 24, 2026 at 13:00 (1h 28m after Collected)
株式会社テラスカイ (Headquarters: Chuo-ku, Tokyo; Representative Director CEO & President: Hideya Sato; hereinafter referred to as Terrasky) provided support for the implementation of Salesforce's AI solution at the customer center of 株式会社KINTO (Headquarters: Nagoya City, Aichi Prefecture; Representative Director President: Shinya Kodera; hereinafter referred to as KINTO). By utilizing real-time voice transcription and generative AI for automated summarization, post-processing time for operators was reduced by approximately 200 seconds per case. Amidst a deepening labor shortage, this initiative has established a "new standard for customer centers in the AI era" that maintains high-quality support with limited human resources.
【Background】
KINTO, which operates a car subscription service, experienced a surge in customer center inquiries due to the rapid growth of its services. The company places importance on "Voice of Customer (VoC)" as an indispensable management asset for service improvement and thoroughly records customer interaction history. However, the traditional manual creation of interaction history (post-processing) was time-consuming. Furthermore, with the worsening shortage of operators, there was an urgent need to reduce the operational burden on operators and streamline operations to maintain high-quality support with limited human resources.
Therefore, the company considered leveraging generative AI to shorten post-processing time and adopted a solution that allows multiple AI functions to be used on the existing "Agentforce Service (formerly Service Cloud)". Terrasky, which had previously supported the implementation of Agentforce Service for KINTO, was selected as the partner.
【Implemented Solutions and Initiatives】
This project involved combining and implementing the following AI solutions:
Salesforce Voice: High-precision real-time transcription of phone interactions
Einstein for Service: Automatic summarization of transcribed interactions using generative AI
Digital Engagement: Establishment of staffed chat
Einstein Bot: Realization of advanced automated response bots
The implementation started with a Proof of Concept (PoC) in October 2024 and went live in production in just six months. Initially, there was an issue where summaries were too simplified, but the summarization accuracy was significantly improved through prompt adjustments. Through Terrasky's unique verification process and technical expertise, cutting-edge functionalities with few precedents were brought to a practical level in a short period.
【Effects of Implementation】
After going live in April 2025, post-processing time was successfully reduced by approximately 200 seconds per case, significantly exceeding the initial target reduction of 120 seconds.
The reduced burden of entering interaction history allowed operators to focus more on customer interactions. Furthermore, as interaction content is digitized in real-time, supervisors (SVs) can quickly grasp the situation and provide follow-up, leading to the strengthening of the organization's overall support system.
Moving forward, Terrasky will continue to leverage AI and other cutting-edge technologies to support KINTO in optimizing its operations and achieving further business growth, as KINTO aims to build a "next-generation customer success model where humans and AI seamlessly collaborate" by utilizing Salesforce's AI agent "Agentforce."
＜About Terrasky Co., Ltd.＞
Terrasky Co., Ltd. is a leading company that has consistently driven Japan's cloud market since its dawn. Since its establishment, as a Salesforce consulting partner, it has supported DX in various industries including finance, insurance, healthcare, and services. Based on deep knowledge accumulated through past achievements, Terrasky continues to provide optimal support, from consulting to proprietary product offerings, to lead customers' businesses to the next stage.
Location: Taiyo Life Nihonbashi Building 16F, 2-11-2 Nihonbashi, Chuo-ku, Tokyo
Established: March 2006
Capital: 1,256.89 million JPY (as of end of November 2025)
Representative: Hideya Sato, Representative Director CEO & President
URL: https://www.terrasky.co.jp/
Securities Code: 3915 (Prime Market, Tokyo Stock Exchange)
*Company names and product names mentioned in the text are registered trademarks or trademarks of their respective companies.
【Background】
KINTO, which operates a car subscription service, experienced a surge in customer center inquiries due to the rapid growth of its services. The company places importance on "Voice of Customer (VoC)" as an indispensable management asset for service improvement and thoroughly records customer interaction history. However, the traditional manual creation of interaction history (post-processing) was time-consuming. Furthermore, with the worsening shortage of operators, there was an urgent need to reduce the operational burden on operators and streamline operations to maintain high-quality support with limited human resources.
Therefore, the company considered leveraging generative AI to shorten post-processing time and adopted a solution that allows multiple AI functions to be used on the existing "Agentforce Service (formerly Service Cloud)". Terrasky, which had previously supported the implementation of Agentforce Service for KINTO, was selected as the partner.
【Implemented Solutions and Initiatives】
This project involved combining and implementing the following AI solutions:
Salesforce Voice: High-precision real-time transcription of phone interactions
Einstein for Service: Automatic summarization of transcribed interactions using generative AI
Digital Engagement: Establishment of staffed chat
Einstein Bot: Realization of advanced automated response bots
The implementation started with a Proof of Concept (PoC) in October 2024 and went live in production in just six months. Initially, there was an issue where summaries were too simplified, but the summarization accuracy was significantly improved through prompt adjustments. Through Terrasky's unique verification process and technical expertise, cutting-edge functionalities with few precedents were brought to a practical level in a short period.
【Effects of Implementation】
After going live in April 2025, post-processing time was successfully reduced by approximately 200 seconds per case, significantly exceeding the initial target reduction of 120 seconds.
The reduced burden of entering interaction history allowed operators to focus more on customer interactions. Furthermore, as interaction content is digitized in real-time, supervisors (SVs) can quickly grasp the situation and provide follow-up, leading to the strengthening of the organization's overall support system.
Moving forward, Terrasky will continue to leverage AI and other cutting-edge technologies to support KINTO in optimizing its operations and achieving further business growth, as KINTO aims to build a "next-generation customer success model where humans and AI seamlessly collaborate" by utilizing Salesforce's AI agent "Agentforce."
＜About Terrasky Co., Ltd.＞
Terrasky Co., Ltd. is a leading company that has consistently driven Japan's cloud market since its dawn. Since its establishment, as a Salesforce consulting partner, it has supported DX in various industries including finance, insurance, healthcare, and services. Based on deep knowledge accumulated through past achievements, Terrasky continues to provide optimal support, from consulting to proprietary product offerings, to lead customers' businesses to the next stage.
Location: Taiyo Life Nihonbashi Building 16F, 2-11-2 Nihonbashi, Chuo-ku, Tokyo
Established: March 2006
Capital: 1,256.89 million JPY (as of end of November 2025)
Representative: Hideya Sato, Representative Director CEO & President
URL: https://www.terrasky.co.jp/
Securities Code: 3915 (Prime Market, Tokyo Stock Exchange)
*Company names and product names mentioned in the text are registered trademarks or trademarks of their respective companies.