Thinca Publishes Case Study of "Kaikura" at Life Support

Thinca Co., Ltd. (Headquarters: Chiyoda-ku, Tokyo; President & CEO: Takahiro Ejiri; hereinafter "Thinca"), which develops and sells the AI communication integration platform "Kaikura", has released an interview case study of Kaikura implementation at Life Support Co., Ltd. (Headquarters: Saitama City, Saitama Prefecture; President: Takashi Kobayashi; hereinafter "Life Support").

Life Support, an insurance agency that supports customers' "challenge to dreams", introduced Kaikura to improve the quality of handling approximately 3,000 accident reports per year and 400 phone calls per day. The "peace of mind on the front lines" brought about by Kaikura's full call recording and AI summary functions has led to improved response quality across the organization and strengthened rapid risk management.

This release excerpted part of the published interview content and introduces the effects of introduction and organizational utilization.

Details of the case study interview: https://kaiwa.cloud/case/088/

Background of Kaikura Introduction: Toward accurate and instantaneous information sharing even in tense situations

The company, which handles approximately 3,000 accident reports annually, values responses that empathize with customers who are in great anxiety immediately after an accident. In particular, there was a desire to record and share detailed requests and situations "100% accurately and instantly" to further strengthen the speed and peace of mind of initial response.

Originally, they operated an on-premise CTI system, but it did not support mobile phones. To evolve it into a stronger organizational weapon in line with the changing times, they decided to replace it with the evolving cloud-based Kaikura.

Changes after Kaikura Introduction: Rapid risk management realized through AI summaries and recording

Kaikura's introduction enabled "visualization of conversations" that captures even the nuances of customers' casual words, greatly improving on-site response quality.

Point 1: [AI summary function reduces burden of identifying and summarizing history]

Even when there are multiple calls from the same customer in a single day, checking the automatically generated AI summary allows staff to identify the desired conversation history. This significantly reduces the effort and time required for organizing notes after responses and handing over to other departments.

Point 2: [Peace of mind from being able to re-listen with full call recording and prevention of misunderstandings]

The ability to re-listen to vast amounts of information during accident reception has greatly reduced the psychological burden on sales staff. When receiving complex calls while out of the office, the back office can quickly check and organize conversation data and collaborate smoothly, leading to improved customer service quality.

Point 3: [Establishing a foundation for maintaining ideal customer service through conversation data]

By utilizing not only simple records of facts but also conversation data itself, the company captures even the subtle nuances of customers without missing them. It accurately grasps the real "temperature" and "true intentions" of customers that are hard to see from text history alone, and uses this for timely reporting to insurance companies.

In the future, the company plans to consider introducing Kaikura's "face-to-face recording function" to further strengthen compliance and legal adherence, pursuing ideal customer service in the insurance industry.

Comment from Life Support Co., Ltd.

Takashi Kobayashi, President

"Our job is to quickly relieve customers' anxieties through solid risk management and provide services of peace of mind and trust. Kaikura not only streamlines work but also enhances response quality by ensuring we don't keep customers waiting, don't miss important words or nuances, and share the real temperature of customers with everyone. We aim to realize our company philosophy of supporting customers' peace of mind and 'challenge to dreams' even more deeply."

Overview of Life Support Co., Ltd.

Company name: Life Support Co., Ltd.

Representative: Takashi Kobayashi, President

Location: 1-401-1 Taishin-cho, Omiya-ku, Saitama City, Saitama Prefecture

Business:

・Life insurance solicitation

・Non-life insurance solicitation

・Seminars for accident elimination and insurance premium reduction at nursing homes, condominiums, and companies

Website: https://hoken-ls.com/

About Kaikura

"Kaikura" is an AI communication integration platform that centrally manages all customer communications, including phone, face-to-face, email, SMS, and LINE, in the cloud.

It aggregates and visualizes history from various touchpoints per customer, and generative AI automatically transcribes and summarizes conversations, and even automatically determines "complaints/customer harassment" and "response quality." By turning all conversations into data assets in real time, it eliminates reliance on specific individuals and reduces on-site burdens, contributing to sustainable corporate growth.

Since its launch in August 2014, it has achieved a retention rate of 99.7% and has been introduced at over 3,200 companies and 6,400 locations (as of end of March 2026). It is highly regarded as a platform that promotes DX in customer communication.

Service site: https://kaiwa.cloud/ *"Kaikura" is a registered trademark of Thinca Co., Ltd. *"LINE" is a trademark or registered trademark of LY Corporation.

About Thinca Co., Ltd.

Thinca Co., Ltd. (Tokyo Stock Exchange Growth Market, Securities Code: 149A) is a communication platformer whose mission is to make all corporate conversations interesting, under the management philosophy of "Making the world more interesting with IT."

[Company Overview]

Company name: Thinca Co., Ltd. (TSE Growth: 149A)

Representative: Takahiro Ejiri, President & CEO

Location (Headquarters): Hirose Building 10F, 3-17 Kanda Nishiki-cho, Chiyoda-ku, Tokyo 101-0054

Established: January 8, 2014

Capital: 397 million yen

Number of employees: 81 (as of end of March 2026)

Corporate site: https://www.thinca.co.jp/

Thinca IR note: https://note.com/thinca_2025