#Japan #Tokyo #wevnal #BOTCHAN AICALL #Orico Car Life

Achieving 100% Call Completion Rate in Just One Day

the emergence of AI technology has significantly altered the landscape of customer service. A notable recent achievement in this realm is the success of Wevnal's phone AI agent, 'BOTCHAN AICALL,' which has achieved an extraordinary 100% call completion rate within just one day of launching its new service for Orico Car Life. This impressive milestone marks a significant step forward not only for operational efficiency but also for enhancing customer experience in the automotive leasing industry.

Background: Addressing Customer Harassment and Quality Service

In October 2026, new labor laws will mandate companies to take necessary measures to protect employees from disruptive behavior by customers, known as customer harassment (or 'kasuhara' in Japan). Orico Car Life, which operates a vehicle leasing service called 'Orico de Noru,' faced a growing challenge to maintain high-quality customer service amidst increasing inquiries driven by business expansion. To address this, the company partnered with Wevnal and implemented 'BOTCHAN AICALL.' This AI agent was designed to inherit the expertise of seasoned operators, helping to both streamline operations and maximize quality customer interactions and hospitality.

Implementation and Experimental Results

Overview of the Trial

• - Duration: September 26, 2025 - Present
• - Target Services: Phone support for 'Orico de Noru' including pre-screening applications and inquiries
• - Execution: The AI was trained using the knowledge of skilled operators to automate initial responses, with an expansion into after-hours support beginning November 13.

The collaboration between call center staff and customer support teams allowed for continuous improvement via analysis of voice logs and refining response flows. This innovative approach has led to outstanding results:

1. 100% Call Completion Rate Achieved:
The AI achieved a remarkable completion rate, increasing from 90% on its first day to 100% by the following day. The average monthly completion rate consistently remained high, reaching 96.0% in October and 98.39% in November, rivaling the performance of human operators.

2. Elimination of Lost Opportunities:
By operating 24/7, the AI successfully captured all incoming calls, including those missed during non-business hours, resulting in a significant uplift in pre-screening applications (conversion rates). The AI fostered a smooth handover for complex inquiries that required human intervention, ensuring positive customer impressions and experiences.

3. Doubling the Conversion Rate for Human Operators:
With the AI handling initial responses, human agents were freed to focus on higher-level tasks requiring deeper expertise. This not only improved the quality of service but also had an educational impact as team members analyzed AI call logs, contributing to upskilling across the organization. Consequently, human agent conversion rates were reported to have doubled.

Future Prospects

Building on the success in managing pre-screening inquiries, Orico Car Life has decided to roll out 'BOTCHAN AICALL' for their FAQ maintenance support desk, aiming to further enhance customer service without compromising interaction quality. Wevnal envisions the AI agent not merely as a tool for efficiency but as a pivotal component in maximizing human capital value within organizations.

About BOTCHAN AICALL

'BOTCHAN AICALL' leverages the expertise of seasoned operators, automating high-quality customer interactions. Utilizing Microsoft Azure OpenAI Service, it ensures real-time API integration with core systems, creating personalized customer experiences, even for complex processes like contract amendments. The service balances premium customer service with cost-efficiency, positioning 'BOTCHAN AICALL' as an unparalleled solution in the AI customer service landscape.

Conclusion

This successful trial showcases a promising model of collaboration between AI technology and human expertise, emphasizing the potential for growth and operational excellence across industries. As the landscape evolves, Orico Car Life and Wevnal are committed to embracing innovative solutions that not only improve efficiencies but also enhance the customer experience in significant ways.