#Japan #Tokyo #Suntory #TechTouch #AI Central Voice

Integration of AI Central Voice into Suntory's Operations

In a significant advancement of customer engagement strategies, Suntory Holdings has integrated the AI Central Voice, a data strategy AI agent developed by TechTouch. This integration aims to revolutionize how Suntory analyzes customer feedback through Voice of Customer (VoC) insights. By leveraging a sophisticated AI that comprehends textual context, Suntory is poised to extract vital customer intentions that traditional keyword-based analyses often overlook.

Background to the Integration

Suntory has always prioritized the voices of its customers in shaping its business strategies. The company receives approximately 75,000 pieces of customer feedback annually, which they catalog in their core information management systems to enhance product development, quality improvement, and risk management. However, analyzing these insights with a keyword-centric approach has presented several challenges. For instance, while the keyword "sugar" might yield various entries, the context determining whether it was a product inquiry or a health-related question was often unclear, leading to an increased burden on analysts needing to manually classify feedback.

In response to these challenges, Suntory recognized the need for an advanced AI solution capable of interpreting the complex nuances of customer feedback. The decision to implement AI Central Voice was driven by the goals of enhancing their understanding of customer intentions and elevating the quality of strategic insights derived from VoC analyses.

Key Benefits of AI Central Voice Implementation

1. High-Precision AI Classification for Context Understanding
The AI's ability to comprehend whole sentences allows for a deeper understanding of customer insights than previous keyword searches. For example, customer inquiries related to "caffeine" can be automatically sorted into categories reflecting concerns about pregnancy, impacts on children, sleep effects, and risks of excessive consumption, allowing for depth in analysis that transcends mere keyword frequency.

2. Flexible Adaptation to Unique Analytical Perspectives
AI Central Voice is customized to align with Suntory's specific analytical standards developed over years. Applications such as environmental focus and allergy considerations can now be incorporated into automated processes, markedly improving analysis speed and accuracy, while minimizing manual workload.

3. Advanced Visualization to Support Strategic Decisions
The platform enables Suntory to create sophisticated visual representations, including complex stacked graphs comparing annual data and multi-faceted analyses by brand or department. The integration of 'Ask AI' functionality facilitates immediate answers to inquiries like "What was the feedback from this month's campaign?" by combining quantitative data with direct customer feedback, thereby optimizing strategic decision-making.

4. Standardization Across the Board
Transitioning VoC analysis from relying solely on experienced analysts to standardization through AI and user-friendly dashboards enhances the organization's overall analytical capabilities. Now, every team member can execute complex analysis uniformly based on standardized criteria.

Future Outlook

Suntory aims to further refine its VoC analysis using AI Central Voice to improve the precision of decisions in product development, quality enhancement, and risk management. There are also plans for a second phase of AI utilization, which includes automating the generation of weekly reports and building early detection systems for potential risk signals.

Comments from Suntory's Team

Mr. Ocho, from Suntory's Customer-Focused Management Department, emphasized the importance of context in comprehending customer feedback—especially when contrasted with the brief comments found on social media. He expressed that AI Central Voice provides immediate, nuanced understanding in ways previously achievable only through human analysis. Furthermore, he acknowledged TechTouch's commitment to addressing complex classification needs and offering rapid, insightful response capabilities as key factors in enhancing customer experience value moving forward.

About AI Central Voice

AI Central Voice is an analytics platform created by TechTouch that structures and transforms customer feedback and employee commentaries into analyzable data formats. The platform's AI extracts critical insights for rapid strategic decision-making. By integrating data across departments, it supports collective access to information, fostering a collaborative work environment. TechTouch leverages extensive experience gained from working with hundreds of large enterprises to custom-build AI knowledge databases tailored to individual company requirements.
Learn more about AI Central Voice.

Company Information: TechTouch Inc.

• - Name: TechTouch Inc.
• - Founded: March 1, 2018
• - CEO: Nakata Imuda
• - Location: PMO Ginza II 5F, 8-17-1 Ginza, Chuo-ku, Tokyo 104-0061
• - Business: Development and provision of the digital adoption platform "TechTouch" and data strategy AI agent "AI Central Voice"
• - Website: techatch.jp

Contact for Media Inquiries

For service integration queries, reach out to the AI Support Team at TechTouch at [email protected]. For media inquiries, please contact the PR representative at [email protected].