#Japan #Tokyo #AI Central Voice #Tech Touch #Taiyu Life

Taiyu Life's Strategic Move to Enhance Customer Insight with AI

In a proactive effort to improve its corporate governance through data-driven decision-making, Taiyu Life Insurance Co., Ltd. has announced the implementation of the innovative AI Central Voice platform developed by Tech Touch, Inc. With this new tool, the company aims to automate the classification and analysis of customer feedback and inquiries, potentially saving approximately 1,600 hours of operational work each year. This will help Taiyu accurately identify and understand the true needs of its customers while establishing a swift improvement cycle within its services.

Background of Implementation

Taiyu Life has long prioritized enhancing customer service quality as a critical aspect of its management strategy, using daily customer feedback for service improvements. The company receives around 1.1 million voices from customers every year, leading to substantial workloads in terms of data analysis. A significant challenge has been the manual classification of feedback according to an internal framework, which required personnel to read each piece manually for categorization. Given the large volume of data, relying solely on human resources has limitations. Another issue is that customer feedback that does not fit neatly into the classification categories often ends up in an “Other” category, overlooked and unable to contribute to viable improvements. As the utilization of the customer My Page feature (Taiyu Life's My Page) expands, the diversity of inquiries continues to grow, prompting urgent needs for a sophisticated and efficient analysis platform that eliminates reliance on particular individuals for accuracy and effectiveness in insights.

Decision Criteria for Adoption

AI Central Voice provides a cutting-edge analysis platform that classifies and analyzes customer voices using AI, yielding meaningful insights that drive business enhancement. Taiyu Life evaluated the platform positively for several reasons:

1. High Precision AI Classification & Diverse Insight Extraction
The technology has learned Taiyu’s proprietary classification logic, enabling it to automatically categorize customer feedback through multiple axes. Its ability to generate high-quality summaries and insights from vast data amounts accelerates the identification of new solutions and improvements.

2. Ongoing Support with Consulting Services
Beyond merely providing a tool, the consulting services designed to extract underlying issues from the analytical results were highly valued. Tech Touch’s strong understanding of the financial sector’s specific requirements contributes significantly to building trust.

3. Compliance with Security Standards
Given the sensitivity of the information involved, it was essential that no data was transferred overseas, ensuring all data would be managed within domestic environments—fulfilling Taiyu’s strict security standards.

Future Outlook

With the deployment of AI Central Voice, Taiyu Life expects significant automation of the workloads associated with VoC (Voice of Customer) analysis, leading to an anticipated annual workload reduction of about 1,600 hours. This opens the door to transitioning away from human-dependent processes for data gathering and analysis, thus allowing more time to focus on data-driven improvements and interdepartmental cooperation. This transition will facilitate the systematic analysis of complaints and inquiries, swiftly identifying the underlying causes and trends through real data evaluation, ultimately leading to proactive measures to enhance the quality of customer interactions. By effectively integrating insights from both digital customer interactions (like the My Page feature) and direct contact made by sales personnel, Taiyu aims to visualize where customers face obstacles, driving overall organizational improvement.

Through these initiatives, Taiyu Life is committed to leveraging the continuously accumulated VoC for ongoing operational enhancement and improving service quality.

Comments from Taiyu Life's Executive

According to Mr. Yamamoto from Taiyu Life Insurance, the goal is to set up a robust framework that harnesses diverse customer feedback rapidly and profoundly. He emphasized that with AI Central Voice, the company aims to consistently extract key pain points and avenues for improvement from customer complaints and inquiries. They plan to accelerate the execution of concrete measures to enhance customer interactions and refine internal policies, FAQ systems, and procedural efficiency. The company targets a small-scale start in 2026, gradually increasing the scope of data while focusing on cross-organization visibility into customer interactions, aiming for continual service quality enhancements.

About Taiyu Life Insurance Co., Ltd.

Founded in 1927 as Mitsui Life Insurance, Taiyu Life has grown into a prominent life insurance provider in Japan. As part of the Nihon Seimei Group, the company offers face-to-face services through a vast network of sales professionals and digital non-face-to-face services. Taiyu Life is gearing up to celebrate its 100th anniversary in March 2027, marking a significant milestone in its long-standing commitment to customer service and innovation.

Find out more about Taiyu Life Insurance: Taiyu Life

About AI Central Voice

AI Central Voice, developed by Tech Touch, serves as an advanced AI analysis platform for businesses. It structures and transforms customer voices and employee feedback into an analyzable format. With the resulting data, AI extracts crucial insights, enabling immediate strategic decision-making. The platform also integrates information across departments, allowing cross-departmental sharing and retrieval of insights.

Learn more about AI Central Voice: AI Central Voice

Tech Touch, Inc. Overview

Established on March 1, 2018, Tech Touch, Inc. specializes in creating digital adoption platforms, including the Tech Touch platform and the AI Central Voice data strategy agent.
Headquartered in Chuo-ku, Tokyo, Tech Touch is dedicated to assisting businesses in harnessing the power of AI and data. Tech Touch Website

Contact Information for Media Inquiries

For service implementation inquiries:
AI Support Team, Tech Touch, Inc.
[email protected]
For press inquiries:
PR Team, Tech Touch, Inc.
[email protected]