#Japan #Chiyoda #Thinca #Kaiwa #AI Emotion

Thinca's Significant Upgrade to Kaiwa's Emotion Labeling

Thinca Inc., headquartered in Chiyoda, Tokyo, has announced a transformative upgrade to its communication platform, Kaiwa. Starting from December 18, 2025, this update will introduce an enhanced AI emotion labeling feature, expanding its capabilities to analyze emotions not only from text but also from conversation audio. This significant improvement will allow businesses to gain deeper insights into customers' emotional states during interactions.

Until now, Kaiwa primarily relied on text analysis to gauge emotions based on transcribed conversations. However, nuances such as a customer’s deep interest in a product or their sense of relief after a problem has been resolved were often missed. The new upgrade leverages generative AI to listen to and analyze conversational audio directly, providing a comprehensive understanding of both what was said and how it was communicated. This holistic approach aims to enhance customer interaction quality and employee satisfaction.

Background and Purpose of the Emotion Labeling Update

The driving force behind this upgrade stems from the recognition that text alone could not capture the full spectrum of human emotion. The ability to assess emotional tone, pitch, and pace from audio recordings allows for a more nuanced analysis. The upgrade categorizes emotions into nine distinct types, including eight primary emotions—joy, trust, fear, surprise, sadness, disgust, anger, and expectation—plus a neutral state. This dual analysis of both customers' and response staff's emotions empowers businesses to understand customer satisfaction levels as well as employee engagement.

Key Features of the Upgrade

1. Emotion Classification: The AI distinguishes emotions for both customers and staff separately, providing insights into customer satisfaction (CS) and employee satisfaction (ES) by identifying the emotional states of each party during the conversation.

2. Temporal Emotion Analysis: Conversations will be segmented into three phases—beginning, middle, and end—allowing for a time-lapsed assessment of emotional progression. This enables businesses to identify shifts in customer emotion throughout the interaction, enhancing the overall evaluation of service quality.

3. Intuitive Emotional Display: The emotion labeling feature will visually represent detected emotions using colors in the conversation history, guiding managers to quickly identify critical issues requiring follow-up, such as complaints, or instances of excellent service.

This comprehensive emotional analysis will fundamentally change how companies approach customer interactions, leading to improved service and enhanced employee morale. Thinca is committed to continuing its mission of improving communication quality between businesses and customers, ultimately supporting overall business growth.

About Kaiwa

Kaiwa is an innovative cloud-based communication platform designed to manage conversations with customers across various channels, including phone, email, SMS, and LINE. By organizing communication history per customer, it prevents the pitfalls of information silos and allows anyone on the team to engage with customers effectively, maintaining high service standards.

The platform offers unlimited recording of calls and employs generative AI to automate summary and transcription processes. Furthermore, it can independently identify conversations that may involve customer complaints or quality assurance issues, easing the burden of telephone management while enhancing service quality.

Since its launch in August 2014, Kaiwa has been implemented in over 3,000 companies across 6,000 locations, achieving a retention rate of 99.9%. The platform has also garnered accolades, including recognition in the ITreview Grid Award and being named top service in the “Good Service” category for inbound call center systems.

About Thinca Inc.

• - Company Name: Thinca Inc.
• - Stock Number: Tokyo Stock Exchange Growth Market: 149A
• - CEO: Takahiro Ejiri
• - Headquarters: 10th Floor, Hirose Building, 3-17 Kanda Nishikicho, Chiyoda, Tokyo, 101-0054, Japan
• - Founded: January 8, 2014
• - Business: System planning, development, operations utilizing IT, and consultancy services in cloud service development and operational support.
• - Capital: 394 million yen
• - Employees: 71 (as of September 2025)
• - Website: Thinca Official

For more information about Kaiwa, visit the official site: Kaiwa. You can also find engaging insights on related topics at Kaiwa Magazine.