Virtualex and VX-Act Launch Co-Creation Support Service for AI-Powered Voice Data Analytics

Virtualex Consulting Co., Ltd. (Headquarters: Minato-ku, Tokyo; President and CEO: Hayato Maruyama; hereinafter 'Virtualex'), a member of the Virtualex Group, and VX-Act Co., Ltd. (Headquarters: Minato-ku, Tokyo; President and CEO: Shota Okumura; hereinafter 'VX-Act') announce the joint development and launch of the 'Co-Creation Support Service for AI-Powered Voice Data Analytics' (hereinafter 'Voice Data Analytics Co-Creation Support Service'). This service leverages corporate voice data to enable comprehensive analysis of customer voices (VoC), from insights extraction to reporting. Already proven through early adoption, the service supports contact centers and customer support departments by using AI to analyze accumulated call recording data, identifying latent issues, providing improvement recommendations, and generating reports. The service offers end-to-end co-creation support, from building AI utilization environments to operational stabilization, tailored to each company's unique business needs and challenges.

Background of Service Development: Transforming Dormant 'Call Recording Data' into Corporate Assets

For over 25 years since its founding, the Virtualex Group has supported numerous companies in transforming their customer touchpoints through contact center setup and operational support. During this time, the group has observed that while vast amounts of call recording data are accumulated within enterprises, most remain underutilized, stored without meaningful analysis. Many contact centers rely on reports from operators and supervisors to drive operational improvements and quality enhancements. While this approach addresses known issues, it has limitations in uncovering latent customer needs that customers themselves cannot articulate, or issues overlooked at the frontline.

To address these challenges, Virtualex and VX-Act have combined decades of expertise in contact center operations with generative AI technology, applying voice data analytics directly within real-world contact center operations. This initiative has successfully identified previously undetected latent issues and generated actionable improvement proposals, confirming the potential of voice data as a highly valuable strategic asset for enterprises. To widely share the accumulated know-how and insights from this practical experience, the companies are launching the 'Co-Creation Support Service for AI-Powered Voice Data Analytics'.

Service Overview

This service provides co-creation support for building an environment that automates the entire process—from current-state analysis and AI-driven insights to improvement recommendations and reporting—centered on voice data analytics. It offers end-to-end support from data collection and analysis to practical application, tailored to each company’s operations and challenges, enabling data-driven decision-making, operational improvements, and new value creation.

What This Service Enables:

Frontline Visibility

Visualizes previously invisible frontline realities, latent issues, and customer emotions and nuances.

Evidence-Based Objective Decision-Making

Integrates quantitative and qualitative data to support data-driven decisions, reducing reliance on experience and intuition.

Talent Development Applications

Utilizes analysis results to enhance operator training and improve service quality.

Assetization of Voice Data

Transforms underutilized voice data into corporate assets to support new value creation.

Service Features

1. Small-Scale Start Possible with Existing Voice Data

Leverages existing call recordings, enabling companies to begin without large-scale system investments.

2. Built on an Independent Environment, Not Tied to Specific Products

Constructs a flexible AI analytics infrastructure adaptable to each company’s environment, independent of the systems or platforms used to collect voice data.

3. Scalable in Phases with Measurable Impact

Starts with small-scale analysis and gradually expands the scope of operations and analysis as effectiveness is verified, enabling continuous growth of the AI utilization environment.

4. End-to-End Support from Analysis to Reporting

Supports not only data analysis but also improvement proposals and report generation, ensuring practical, actionable outputs for frontline use.

Implementation Case Study

A pilot project based on this service was conducted at a major BPO company’s contact center. AI analysis was applied to call recordings, emails, and CRM data, achieving exceptionally high practical results.

Quantitative Results: Significant Reduction in Report Creation Workload

Automated (pipelined) the entire process from data aggregation to slide generation for reporting. As a result, draft report creation—which previously required extensive manual effort and time—can now be completed in approximately 30 minutes to one hour, drastically reducing the initial workload for responsible staff.

Qualitative Results: Visualization of Customer Voices and Discovery of Latent Issues

Transitioned from traditional sampling-based listening and experience-dependent issue identification to 'objective analysis of full-volume data.' Integrated qualitative data such as 'unnatural silences' and 'emotional fluctuations' alongside quantitative metrics. The AI automatically generated specific improvement proposals, which were highly evaluated when presented to client companies.

Future Outlook

With the widespread adoption of generative AI, the importance of corporate voice data is expected to grow further. Multiple companies are already exploring applications of voice data for operational improvement, enhanced customer experience, and new business proposals.

Virtualex and VX-Act will position this service as a standard model and strongly promote co-creation support for AI adoption and digital transformation (DX) across various client organizations.

■ About Virtualex Consulting Co., Ltd. (https://www.virtualex.co.jp)

Since its founding, Virtualex Consulting has focused on 'customer touchpoint domains,' delivering integrated services combining consulting, technology, and operations, centered on CRM. Guided by the customer success philosophy that 'customer success is the key to our own growth,' the company champions 'Succession with You'—emphasizing continuous success ('Succession') rather than one-time achievement ('Success'), and partnership ('with You') over mere service provision ('for You'). Building on this philosophy, the company now drives new value creation at customer touchpoints through human-AI collaboration, offering end-to-end, co-creation support for CRM digital transformation and digital shift—from strategy formulation to system implementation and operational support.

■ About VX-Act Co., Ltd. (https://www.vx-act.co.jp/)

VX-Act Co., Ltd. is a group company of Virtualex Holdings, primarily providing services in customer touchpoint domains such as CRM, digital marketing, and customer success. Maximizing the group’s 25+ years of capabilities in consulting, technology, and operations, VX-Act goes beyond simple IT staffing or solution provision, offering comprehensive support from planning to co-creation-based execution.