Revolutionizing Customer Harassment Measures with AI Service 'Kasuhara-Navi'

Introduction

On September 22, DataPivotStrategies, based in Minato, Tokyo, unveiled an innovative web service named 'Kasuhara-Navi'. This AI-driven platform addresses the serious issue of customer harassment (often referred to as 'kasuhara') that significantly impacts service-related industries.

Purpose of 'Kasuhara-Navi'

As many businesses struggle with the effects of customer harassment, which often compromises the mental well-being of employees, 'Kasuhara-Navi' comes as a vital tool. By enabling each employee to identify the warning signs of harassment instantaneously and learn the appropriate responses through AI support, this service not only aligns with the Tokyo Customer Harassment Prevention Ordinance but also aims to foster a psychologically safe environment within workplaces.

Service Overview

The service consists of two main features:

1. AI Diagnostic and Consultation Function

When employees interact with customers, they can input customer communications into the system. The AI will swiftly assess the likelihood of harassment situations.

- Risk Assessment Score: The service provides a rating of harassment risk — low, medium, or high.
- Rationale Presentation: Justifications based on the Tokyo ordinance and internal standards are shared.
- Initial Response Examples: Guidance on escalation methods and appropriate refusal techniques is provided.

This feature enables employees to make informed decisions without waiting for consultation assistance, significantly alleviating psychological pressures.

2. AI Simulation and Training Function

In a more interactive approach, AI acts as an over-demanding customer, allowing employees to practice their responses via chat or voice simulations.

- Response Capability Assessment Report: After a simulation, an AI-generated report highlights the employee's strengths and areas for improvement.
- Safe Environment for Practice: Repeated training in a secure setting cultivates the ability to react calmly in real-life scenarios.

The Serious Impact of Customer Harassment

With the enforcement of the 'Customer Harassment Prevention Ordinance' in Tokyo in 2024, it is clear that customer harassment poses a significant threat to the dignity of employees, adversely affecting workplace quality. Acts of verbal abuse, intimidation, prolonged confinement, and unreasonable demands can severely diminish employees' mental and physical health, leading to increased turnover rates and damaging company reputations.

'Kasuhara-Navi' aims to utilize digital technology to protect employees from such societal challenges, taking proactive steps toward creating safer workplaces.

Future Prospects

In the coming years, insights gained from companies using 'Kasuhara-Navi' will be compiled to develop practical resources, such as a 'dangerous case study collection' and 'educational manuals'. The initiative will focus on promoting the adoption of this technology, particularly in small and medium-sized enterprises across industries like food service, beauty, retail, and relaxation, thereby supporting comprehensive customer harassment measures in facing service sectors.

Company Overview

Company Name: DataPivotStrategies
CEO: Junichiro Aida
Location: 23F, Kamiyacho Trust Tower, 4-1-1 Toranomon, Minato, Tokyo
Business: AI Development, Data Analysis, SaaS, DX Support
Website: DataPivot