Orient Corporation Revolutionizes Customer Experience with Flyle AI Technology

Introduction

Orient Corporation has made significant strides in improving customer value by leveraging Flyle, a cutting-edge AI-based solution for contact centers. With Flyle's capabilities, the company has transformed its analytical processes, significantly reducing the manual effort involved and enhancing its customer experience initiatives.

Background of Flyle Implementation

Traditionally, Orient Corporation faced challenges in extracting and categorizing customer feedback from contact history. This task involved approximately three personnel manually sorting through feedback, which limited the insights gained from this information. Recognizing the urgent need for a more efficient system, Orient Corporation introduced Flyle in 2025. The tool automates the classification and visualization of about 150,000 conversation logs monthly—a task that previously took around 7,350 hours if done manually. This innovative approach not only streamlined operations but also allowed the company to better capture potential trends in customer complaints and insights for improvement.

Why Flyle Was Chosen

Orient Corporation's core philosophy is centered around customer-centricity. In April 2026, the company restructured its CX Promotion Office into a CX Management Department to facilitate a company-wide integration of customer perspectives. However, it lacked a robust framework to systematically process and share customer feedback, making it challenging to capture the overall narrative. The realization that competitors were successfully utilizing customer insights accelerated the urgency for change.

In January 2025, after beginning the digitization of conversation logs, the company faced a significant hurdle. The conventional text mining tools they had relied upon struggled with the context and accuracy of the data, making it difficult to visualize results effectively. Flyle was implemented due to its ability to classify based on contextual understanding, assign multiple reasons to interactions, and its user-friendly design, which eliminated the need for specialized knowledge.

Achievements Post-Implementation

With Flyle's integration, Orient Corporation has successfully automated the classification and visualization of its conversation logs. This has led to significant accomplishments, including:

1. Scalability of Analysis: The automated system allowed Orient to analyze 150,000 conversation logs— a task that was previously impossible with manual efforts. Before Flyle, extracting and classifying 1,000 logs took around 49 hours. Extrapolated to 150,000 logs, this would have required about 7,350 hours, which was unfeasible. With Flyle, the company can now delve into previously inaccessible analysis areas, thereby focusing on deeper problem-solving and insights.

2. Data-Driven Decision Making: The traditional approach relied heavily on hypothesis-based insights. Now, team members can discuss issues supported by actual data, enhancing the precision and efficiency in recognizing problems and formulating response strategies. For instance, the concern regarding lengthy hold times in the contact center has been systematically analyzed. Flyle enables the extraction and visualization of the factors causing these delays, facilitating data-driven improvements that have been well received by the relevant departments.

3. Proactive Management of Customer Complaints: Flyle's integration allows for the identification of potential complaints and customer-related harassment risks. By analyzing the flags indicating complaint tendencies alongside interaction reasons, the company can quantify which inquiries are most likely to escalate into grievances. This advancement has resulted in a more consistent approach to complaint evaluation, reducing variability that previously depended on individual judgment, while identifying underlying issues to address proactively.

Remarks from Orient Corporation's CX Management Team

Members of Orient Corporation's CX Management Department have expressed high regard for Flyle’s intuitive interface, which allows users without technical expertise to leverage data effectively. They emphasized the tool's ability to extract insights from unstructured conversation logs as a key value proposition. They also praised the supportive relationship with Flyle's developers, who consistently meet their needs proactively.

As the financial services sector faces challenges in differentiating products based on functionality, developing a culture where customer experience data is integrated into decision-making becomes essential. The team at Orient envisions fostering a culture where customer insights are a common language for discussions across the organization moving forward.

About Orient Corporation

Established in December 1954, Orient Corporation operates under the leadership of President Shu Ume-miya. The company's headquarters are located in Chiyoda, Tokyo. Get more information on their services and company details at their official website.

- Service URL: Orient Corporation
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About Flyle

Flyle, founded in February 2020, is dedicated to transforming customer experience through innovative AI solutions for contact centers. The firm’s objective is to evolve CX departments into strategic hubs for enhancing customer experience across the organization.