#Japan #Osaka #TechTouch #AI Central Voice #Rohto Pharmaceutical

TechTouch Collaborates with Rohto Pharmaceutical

TechTouch, a cutting-edge AI solution provider, recently announced the successful integration of its data strategy AI agent, AI Central Voice, with Rohto Pharmaceutical Co., Ltd. This collaboration aims to significantly enhance Rohto's call center operations by automating dialogue summarization and tagging with unprecedented accuracy. This strategy not only improves customer service quality but also dramatically increases the efficiency of call handling processes.

Background of the Integration

Since opening its Customer Support Center in 1952, Rohto Pharmaceutical has established its call center as a crucial link with its customers. The company has consistently prioritized customer feedback as a foundation for product improvement. The call center deals with a vast number of inquiries daily, requiring extensive time spent on call documentation and classification. This post-call processing time has become a shared challenge across the industry. Rohto has been seeking ways to more efficiently gather and analyze customer feedback to further enhance call center quality and develop products that meet customer needs, thus necessitating improvements in both streamlining post-call processes and effectively utilizing the Voice of Customer (VoC).

The Decision-Making Factor for Implementation

AI Central Voice operates by understanding the context from transcribed voice data to summarize, categorize, and analyze conversations. It is lauded for its ability to adapt to specific product names, industry jargon, and unclear language, while easily integrating with existing data collection methods and operational know-how. Maintaining quality of customer interaction while balancing the need for efficiency in post-call processing has been a constant struggle. The dual capabilities of AI Central Voice in delivering accurate customer engagement while optimizing post-call tasks were decisive in Rohto's decision to adopt the program.

Benefits of the Implementation

Since the integration, Rohto's call center operators have experienced a significant reduction in post-call processing time, allowing them to dedicate more time to customer interactions, ultimately enhancing service quality. Featuring automatic summary generation through AI, the tool maintains high levels of accuracy with operators expressing positive feedback, stating that it has reduced their workload and sped up record-keeping. Additionally, the automation of complex tagging processes has streamlined the organization and structuring of customer feedback, enabling multifaceted analysis for product development, quality improvement, and marketing strategies. Establishing a foundational infrastructure for continuously and systematically accumulating customer insights has fortified Rohto’s capacity to leverage these insights for rapid product improvements and innovations. The company plans to continually optimize this foundation to further accelerate product development and enhancements guided by customer feedback.

Future Prospects

Looking ahead, Rohto aims to leverage AI Central Voice for automated tagging of call logs, fostering a robust infrastructure for data analysis. This will facilitate the structuring of vast amounts of customer audio data which previously posed substantial resource burdens on personnel. In the future, Rohto envisions analyzing critical feedback through various lenses, including customer demographics and symptom backgrounds. The emphasis is not merely on its call center's role as a reactive support channel, but reinforcing its capability to generate valuable customer insights based on accumulated data. This effort will also assist in training new staff and standardizing service quality, leading to more efficient operations and enhanced analytical capabilities for high-level decision-making.

About Rohto Pharmaceutical Co., Ltd.

Founded in 1899, Rohto Pharmaceutical has developed and marketed a diverse range of products, primarily focusing on eye drops and dermatological remedies, as well as cosmetics and functional foods. The company operates under the corporate slogan, "Rohto is Heart," relentlessly seeking to create value and customer satisfaction. Rohto is not only focused on the domestic market but also actively pursuing international expansion, primarily in Asia, as it continues to grow as a global leader in healthcare.

Rohto Pharmaceutical Official Website

About AI Central Voice

AI Central Voice is an AI analysis platform provided by TechTouch. It structures customer feedback and employee comments within an organization, transforming them into analyzable formats. Using the converted data, AI extracts key insights, enabling immediate strategic decision-making. The platform also promotes information sharing and search capabilities across different departments.

With experience serving hundreds of major enterprises, TechTouch customizes AI knowledge databases to meet individual business needs.

AI Central Voice Official Website

About TechTouch

TechTouch provides AI solutions such as AI Central Voice and Japan's No. 1 Digital Adoption Platform (DAP), TechTouch, aiding companies in data utilization and productivity enhancement. Their cutting-edge AI analyzes qualitative data, including customer feedback and sales reports, ensuring optimal preprocessing and high-quality outputs that support decision-making in management, product improvements, and HR strategies. With numerous awards such as the Good Design Award and J-Startup designation from the Ministry of Economy, Trade and Industry, TechTouch accelerates enterprise transformation through AI technology.

TechTouch Official Website