Shinka Releases Case Study on Nihon Kijun Shingu's Utilization of 'Kaikura'

Shinka Inc. (Headquarters: Chiyoda-ku, Tokyo; President and CEO: Takahiro Ejiri), the developer and vendor of the AI communication integration platform 'Kaikura,' has published a case study interview on the implementation of Kaikura at Nihon Kijun Shingu K.K. (Headquarters: Hiroshima City, Hiroshima; President: Masanori Imai).

Nihon Kijun Shingu, a leader in the welfare and nursing care industry in the Western Japan area, introduced Kaikura to improve the quality of their telephone service, a critical touchpoint with customers. It is now utilized at 10 locations, including the Hiroshima headquarters. The system has significantly reduced the time required to identify customers upon receiving calls, and its recording and AI summary functions support staff's psychological safety, leading to an overall improvement in hospitality across the organization.

This release excerpts parts of the published interview, introducing the effects of the implementation and its organizational application.

Details of the case study interview can be found here: https://kaiwa.cloud/case/086/

Background of 'Kaikura' Implementation: Balancing the Reduction of Massive Call Loads and Ideal Hospitality

The company, which provides rental of welfare equipment and nursing care services mainly in the Sanyo three-prefecture area, handles approximately 200 calls per week at its headquarters alone. The sense of responsibility to be 'perfect for the customer' made tasks like understanding and identifying elderly customers a significant pressure for the staff.

To create an environment where staff can comfortably assist customers, the 'pop-up function' that displays customer information upon receiving a call and the 'recording function' that supports courteous service aligned with the company's hospitality goals, leading to the adoption of Kaikura.

Changes After 'Kaikura' Implementation: Recording and AI Summaries Protect Staff and Support 'Peace-of-Mind Dialogue'

With the introduction of Kaikura, customer information is visualized before picking up the receiver, and recordings and AI summaries have become a 'talisman' supporting the staff, dramatically changing front-line service.

Point 1: [Dramatically Shortened the Blank Time for Customer Identification]

The pop-up function allows for immediate identification by cross-referencing address and past history upon receiving a call. The 'time to identify,' previously spent searching, has been shortened, allowing staff to start with a greeting like, 'Thank you, Mr./Ms. XX,' with more composure.

Point 2: [Improved Psychological Safety Brought by the Recording Function]

The peace of mind that 'even if I miss something, I can check it later' has reduced the psychological burden on staff. With anxiety about receiving calls resolved, a more relaxed atmosphere was created, allowing staff to concentrate on deeply listening to each customer's concerns.

Point 3: [A Sharing System that Values 'Continuing from Last Time' with AI Summaries]

Utilizing the AI-powered call summary function, staff can instantly grasp the context of the previous conversation even when the person in charge is absent. This enables a smooth handover without making customers repeat the same explanation, directly leading to a sense of security in the service.

Point 4: [Educational Use of Empathy, Learning from Seniors' Service]

Recording data of supervisors and seniors who are skilled at telephone service is shared as a 'model.' This has enabled the entire team to learn the 'rhythm' of empathetic customer service, which is difficult to convey through manuals alone, leading to standardization and quality improvement across the organization.

Nihon Kijun Shingu will continue to further utilize accumulated data, pursue an environment where both customers and staff can smile more, and continue to provide high-quality, community-based services.

Comment from Nihon Kijun Shingu K.K.

Mr. Yamato, Deputy Manager, Business Department, Ecole Division

'In a word, Kaikura is a 'reassuring backup system' that allows staff to face customers with confidence. Because the system handles accurate information identification, humans can concentrate on 'listening to and empathizing with customer's problems.' This has become the foundation for providing the service we idealize, where staff smiles create customer peace of mind.'

Implementing Company: Nihon Kijun Shingu K.K. Overview

Company Name: Nihon Kijun Shingu K.K. Representative: Masanori Imai, President Location: 1-18-44 Omachi-higashi, Asaminami-ku, Hiroshima Business Activities: - Manufacturing, leasing, and sales of commercial bedding for hospitals, hotels, etc. - Laundry cleaning and recycling processing - Sales and rental of medical and welfare equipment - Home care support services - Daily life care services for persons requiring nursing care and persons with disabilities Website: https://www.nihonkijun.jp/

About Kaikura

'Kaikura' is an AI communication integration platform that manages customer 'conversations' in the cloud. It organizes the history of various communication methods such as phone, in-person, email, SMS, and LINE for each customer. Even staff other than the person in charge can...