Kounet Incorporates AI Insight Analysis Platform Flyle for Improved Customer Experience

Kounet Implements AI Technology for Customer Insight Enhancement

Overview of the Implementation

Kounet, a member of the Kokuyo Group, has embarked on an innovative journey by adopting the AI insight analysis platform, Flyle. This strategic move aims to revolutionize how the company interacts with its customers, utilizing advanced technology to gather insights more efficiently. With a firm belief in creating valuable experiences for working individuals through technology and creativity, Kounet operates an online office supplies service targeting small and medium-sized enterprises.

The company has placed significant emphasis on improving customer experience (CX) across all departments. By meticulously analyzing Voice of Customer (VOC) data derived from contact center interactions and surveys, Kounet wants to identify 'Promise Breaks'—customers' pain points—and leverage this information for service enhancements. Flyle plays a crucial role in visualizing these 'Promise Breaks' from phone and email inquiries to catalyze improvement initiatives. You can explore more about Kounet’s services here.

Challenges Faced Before Flyle

Before the integration of Flyle, Kounet encountered several roadblocks in analyzing customer feedback effectively:

- Increased Workload for Analysis: With over 320,000 customer feedback entries yearly, Kounet found it overwhelmingly difficult to address every single input. Efforts had to be placed primarily on higher-priority VOCs, limiting impactful improvements.

- Personalization of Analysis and Quality Variance: The prior keyword-based analysis method often failed to capture specific customer needs, consuming significant time and resources in the process.

- Limitations in Improvement Initiatives: Due to the extensive time commitment required for analytical processes, insights couldn't be translated into timely enhancements—resulting in missed opportunities to fully capitalize on customer feedback.

Recognizing the necessity to encompass all 320,000 VOCs and collaborate across departments to address 'Promise Breaks' effectively, Kounet decided to incorporate Flyle into its operations.

Voices from Kounet

According to Yoshimura from Kounet's CX Design Division, the vast pool of over 320,000 VOCs represents a valuable asset for improving their services. However, they faced the challenge of not being able to realize the full potential of this data, which hindered their ability to meet genuine customer demands. With Flyle's advanced capabilities, comprehensive and specific analyses of VOCs are now possible, allowing for the early detection and rectification of 'Promise Breaks' that may otherwise have gone unnoticed. Yoshimura stated, "The introduction of Flyle is not our endpoint; it's the beginning of accelerating a data-driven improvement cycle by involving all related departments and expanding the range of enhancements further. We aim to elevate CX for everyone working in conjunction with Flyle, translating insights from our customers and stakeholders into quick improvement actions to evolve our e-commerce platform into one that delivers genuine value."

What is the Flyle AI Insight Analysis Platform?

Flyle is a next-generation AI insight analysis platform capable of classifying and analyzing various types of audio and text inputs. It synergizes enormous unstructured data from sources such as call logs, reviews, surveys, social media interactions, and meeting minutes into actionable insights. The platform features:

- AI agent for analytical support
- Trend detection
- Comprehensive dashboard
- Workflow capabilities
- Clustering functions
- Personal data masking
- Enterprise-grade security

This innovative structure enables seamless insight analysis that drives business enhancements while instituting an AI-led workflow for operational improvements safely.