Suntory Wellness Integrates VoC Analysis AI for Enhanced Customer Insights

Suntory Wellness Adopts AI Central Voice for VoC Analysis

In a significant development in customer service technology, Suntory Wellness, headquartered in Tokyo, has announced the adoption of VoC (Voice of Customer) analysis AI, named "AI Central Voice." This innovative system facilitates the structuring and organization of millions of customer call data points annually, enabling the company to better understand its customers' needs and adjust its marketing strategies accordingly. By leveraging AI, Suntory aims to extract insights related to customer pain points and lifestyle changes, allowing for more tailored product recommendations and personalized communication strategies.

Background of Implementation

Suntory Wellness has built its reputation on prioritizing the voice of its customers as a vital management asset, especially within its health food and cosmetics segments. The company's clientele largely consists of senior citizens, and telephone conversations represent a primary interaction point. These calls are stored with invaluable first-hand information about their daily lives and health concerns that may not be captured through digital data alone. This direct feedback is essential for a nuanced understanding of customer expectations but managing this volume of speech data presents its challenges.

Despite the richness of insights available in several million call recordings, the task of adequately analyzing and interpreting this information remained a challenge. Hence, Suntory decided to implement the AI Central Voice to systematically organize and utilize customer feedback as a valuable data asset.

Reasons for Choosing AI Central Voice

"AI Central Voice" is recognized for its ability to automatically classify and structure non-standard data, like free-text entries from conversations. The following features were particularly appealing to Suntory Wellness:

1. Accuracy in Structuring Spoken Language: Even when multiple topics, such as health inquiries and service procedures, overlap in a single call, AI Central Voice effectively segregates and organizes them while maintaining contextual integrity.

2. Preserving Customer Sentiment: Unlike statistical word count methods, this platform captures customers’ unique linguistic styles, colloquial expressions, and the subtle nuances of spoken words. By retaining these “raw words” in the data, Suntory brand managers can gain deeper insights for decision-making.

3. Flexibility to Adapt Analytical Axes: AI Central Voice can be customized to align with Suntory Wellness's specific concerns regarding health-related inquiries and life events.

Expected Effects of Implementation

With the successful integration of AI Central Voice, Suntory Wellness anticipates several outcomes:

1. Accelerated Decision-Making: By organizing the vast array of customer feedback through AI, brand managers can more easily understand consumer needs and trends, thus prioritizing initiatives effectively.

2. Support for Personalized Customer Relationship Management (CRM): The service promotion team can visualize customers' specific situations, providing customized information and follow-up services tailored to each individual.

3. Enhancing Customer-Centric Response: The structured history of past conversations allows service representatives to quickly grasp a customer's journey, enabling a more personalized approach rather than standardized procedures.

Future Outlook

Looking ahead, Suntory Wellness plans to expand the scope of information analyzed by including data sourced from other channels, such as postcards and web feedback. This will create a centralized structure for accessing customer insights from multiple touchpoints, facilitating cross-departmental understanding and leading to improved communication strategies.

About Suntory Wellness

Under the mission of "Shining the Lives of Individuals," Suntory Wellness offers an extensive range of wellness products. With a focus on scientific research and quality management, they provide health supplements like "Sesamin EX" and skincare products through online sales. Their initiatives also include the Suntory Wellness Club and a health-promoting application, "Comado," to aid customers in achieving total wellness in their long lives.

Official website: Suntory Wellness

About AI Central Voice

AI Central Voice is a cutting-edge analysis platform developed by TechTouch, specializing in structuring customer feedback and employee comments into formats ready for analysis. The AI extracts significant insights from this structured data, empowering strategic decision-making across organizations. It has been tailored to meet the distinct needs of various companies, drawing from TechTouch's extensive experience in deploying solutions for major corporations.

Web: AI Central Voice

About TechTouch Inc.

TechTouch Inc. provides the leading Digital Adoption Platform (DAP) alongside AI Central Voice. The company focuses on enhancing data utility and productivity for businesses and has received multiple accolades for its innovations. With a commitment to facilitating digital transformation, TechTouch is positioned as a pioneer in the field.

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