#Japan #Tokyo #Japan Airport Building #AI Central Voice #Tech Touch

Transforming Customer Experience at Haneda Airport

Japan Airport Building Co., Ltd., headquartered in Ota, Tokyo, has recently integrated an advanced AI customer feedback analysis system known as "AI Central Voice." This platform facilitates data-driven management by consolidating customer voices (VoC) from diverse channels, including social media and surveys, into a singular analysis framework. This initiative aims to empower the management team to make informed decisions based on real-time data rather than solely relying on traditional methods.

Background of the Initiative

With Haneda Airport serving as Japan's main gateway, the management of Japan Airport Building has made it a priority to enhance operational decisions through data-driven methodologies. The company adheres to its "Haneda DX Vision," which advocates for leveraging various data sources—including VoC— to improve decision-making processes.

Historically, the collection and utilization of VoC were fragmented. Annual surveys, website forms, and social media comments were managed separately, resulting in an over-reliance on manual data processing methods like Excel charts and visual checks, which hindered the ability to continually and accurately gauge customer sentiments and feedback. This led to significant operational challenges, as important decisions regarding congestion management, staff allocation, and facility improvements were often based on incomplete information.

To address these limitations, the decision was made to deploy AI Central Voice, which can unify and analyze customer feedback across multiple channels, enhancing the overall data utilization landscape.

Why AI Central Voice?

Several key features made AI Central Voice the ideal choice for Japan Airport Building's data-driven approach:

1. Contextual Understanding for Accurate VoC Classification: Unlike traditional text mining that often analyzes words in isolation, this advanced system understands the context of customer feedback. This capability allows for a highly precise classification of feedback into tailored categories, aiding in the organization of airport user responses for future analysis.

2. Actionable Insights to Enhance Decision-Making: The platform's ability to generate AI-driven summaries and comparative analyses of topics was also a significant draw. These features facilitate the visualization of valuable insights, supporting informed decision-making and prospective enhancements based on comprehensive data analysis.

Major Benefits of the Implementation

The rollout of AI Central Voice has established a robust framework for integrating and analyzing VoC across various departments such as facilities, food services, and overall customer service. AI understands context and sentiment, allowing the aggregation of even the less noticeable feedback into a holistic view of customer perspectives.

This aligns departments around a common categorization system for VoC, paving the way for organized problem-solving and prioritization efforts. Consequently, the reliance on instinct and anecdotal evidence diminishes while enabling data-backed decision-making, marking a transformation in the service quality and operational efficiency of the entire airport.

Visual Insight: VoC Dashboard

The VoC dashboard provides a comprehensive overview of feedback segmented by topic, showcasing summarizations and month-over-month comparisons for easy accessibility and understanding.

Future Vision

As airport management increasingly relies on comprehensive data analyses, the flexibility to analyze diverse sources of information will become paramount. The upcoming phase will focus on integrating qualitative data from VoC with quantitative data such as passenger counts and sales figures, thus gaining deeper insights into the factors influencing customer experiences.

Executive Commentary

According to Mr. Hori, a representative from Japan Airport Building, the legacy of manual data interpretation has now been replaced by a streamlined system through AI Central Voice. This will significantly simplify how they grasp customer satisfaction and dissatisfaction at Haneda Airport. While AI and digital transformation technology are still evolving, they have already shown substantial effectiveness in enhancing operational efficiency and supporting ongoing improvement efforts.

About AI Central Voice

Developed by Tech Touch Inc., AI Central Voice structures customer and employee feedback into analyzable formats. Leveraging insightful data, it enables swift strategic decision-making, promoting cross-departmental information sharing, and addressing unique corporate needs with tailored solutions. The platform exemplifies the future of data-centric management strategies in dynamic environments like airports.

For further information, visit: AI Central Voice

[Introducing AI Central Voice - Video Link]

About Tech Touch Inc.

Company Name: Tech Touch Inc.
Established: March 1, 2018
CEO: Nakata Akira
Location: 8-17-1 Ginza, Chuo-ku, Tokyo, PMO Ginza II 5F・8F
Business Scope: Development and provision of digital adoption platforms and AI data strategy agents.
Website: Tech Touch
Media URL: AI Central Voice Media

_This article references trademarks and registered trademarks of respective companies._

Inquiry Contact for News Release

Service Integration Support: Tech Touch AI Support Team at [email protected]
Media Contact: Tech Touch PR Team - Nakagawa, Goto, or Fujioka at [email protected]