#Japan #Tokyo #IIJ #EmotionTech #TopicScan

Internet Initiative Adopts TopicScan for VoC Analysis

Internet Initiative Japan, known as IIJ, has implemented a revolutionary analysis service called TopicScan, which leverages generative AI and statistical analysis to enhance customer experience through Voice of Customer (VoC) insights. This move comes as the company seeks to improve accuracy in transcribing call data and understanding customer inquiries, driven by a growing demand for superior customer support in their mobile services division.

Background for TopicScan Adoption

In recent times, the volume of inquiries directed to the company's support center has escalated alongside the increase in service users. Recognizing this trend, IIJ was motivated to find efficient methods to better analyze these inquiries, leading to the decision to integrate TopicScan as part of their ongoing efforts to improve customer experience (CX).

TopicScan's implementation was informed by its ability to accurately reshape and summarize voice data into text, its high analytical precision, and the actionable insights it provides. These features align with IIJ’s objectives of facilitating a smooth customer service experience, ultimately striving for a situation where customers do not need to reach out for support.

Outcomes and Evaluations After TopicScan Implementation

Following the deployment of TopicScan, IIJ utilized the analysis results to carry out additional FAQ updates and improvements on their service website. This initiative has significantly ameliorated the self-service capability of customers, leading to a marked reduction in inquiries by approximately 30% in certain categories.

The swift improvement strategies were aided by comprehensible reports that highlighted customer emotions (both positive and negative), which ultimately expedited customer experience enhancement cycles. This underscores a critical benefit of using TopicScan: the ability to rapidly adapt and address customer pain points based on confirmed data insights.

Featured Achievements After Implementation:

• - An approximate 30% decrease in incoming queries observed within a week of implementing improvement measures.
• - Easy-to-understand reports that expedite the execution of improvement strategies.
• - Enhanced activity cycles for improvements while minimizing operational costs.

Insights from IIJ

According to Rie Nomura, acting manager in the Customer Success Department at IIJ, the goal is to provide a service that customers can utilize smoothly without the need for inquiries. With TopicScan's analytic capabilities, IIJ confirmed a significant reduction in call volumes due to effective analysis based on call reasons. Nomura emphasizes that TopicScan allows intuitive access to relevant data, effectively capturing positive and negative sentiments and topics quickly, which is essential in a rapidly changing product environment.

About TopicScan

TopicScan stands out as a next-generation VoC analysis service, leveraging both generative AI and statistical analysis. Its unique capability allows users to upload text data for quick, sophisticated analysis, with reports generated well within a day. The tool can extract topics based on context, enabling it to analyze multilingual data simultaneously without prior translation. From customer call transcriptions to feedback on social media, TopicScan transforms all forms of customer voices into actionable insights.

About Internet Initiative Japan (IIJ)

Founded in 1992, IIJ launched Japan's first commercial internet connection service in 1994. Today, the IIJ Group provides comprehensive network solutions to around 16,000 companies both domestic and international. Services range from internet connectivity and cloud solutions to security measures. They also operate the personal communications service IIJmio. For more details about IIJ, visit their official website.

About EmotionTech

EmotionTech strives to create a society where businesses can naturally implement customer and employee-centered activities. They provide a suite of services, including EmotionTech CX for customer experience management and TopicScan for VoC data analysis powered by AI and statistical methods.

Company Overview:

• - Name: EmotionTech Inc.
• - Location: 1-1-1 Nishi-Shimbashi, Minato-ku, Tokyo, Hibiya Fort Tower 11F
• - Established: March 2013
• - CEO: Yoshimitsu Imanishi
• - Services: Includes EmotionTech CX for enhancing customer experience, TopicScan for VoC analysis, EmotionTech EX for employee engagement, and Marumy for customer-focused store management. They also utilize patented analysis technology to visualize organizational challenges and enable solutions aimed at improving feedback on emotions.
• - URL: EmotionTech Website