#Japan #Fukuoka #Customer Satisfaction #AI Central Voice #Shinnihon Seiyaku

Revolutionizing Customer Insights with AI

Shinnihon Seiyaku, a leading manufacturer in Japan's all-in-one skincare market, has recently embarked on an innovative journey by integrating AI Central Voice, an advanced data strategy agent developed by Tech Touch, Inc. This partnership is set to transform the way the company manages and utilizes Voice of the Customer (VoC) data, significantly enhancing customer satisfaction and operational efficiency.

Background of the Initiative

With a strong reputation in the cosmetics, health food, and pharmaceutical sectors, Shinnihon Seiyaku has dominated the all-in-one market for nine consecutive years. Their flagship brand, Perfect One, has consistently been recognized for its quality and customer satisfaction. As part of its medium-term management plan, "Growth Next 2027," the company emphasizes the importance of customer feedback in product development, aiming to create products that resonate with market trends.

Shinnihon Seiyaku's call center handles a vast amount of call data, where operators had been manually logging conversation records, customer feedback, and various other information. However, this led to substantial workloads due to the growing amount of after-call work (ACW). Recognizing the necessity to streamline their operations while effectively utilizing VoC insights for business development, the company identified the importance of automation in their processes.

In particular, their inside sales department, which is vital for enhancing customer success, required a robust system to automatically collect and analyze personalized data, sales information, and VoC with high precision. This would enable them to optimize sales activities and enhance communication with customers, driving the need for a well-structured VoC collection and analysis foundation.

Key Considerations for Adoption

Tech Touch's "AI Central Voice" serves as a powerful analytics platform designed to classify and analyze vast amounts of data according to specific business needs, yielding insights that can significantly strengthen business strategies. The platform's ability to automate and enhance the accuracy of inside sales activities was particularly attractive to Shinnihon Seiyaku, leading to its adoption based on several key factors:

• - High Precision in Data Structuring: The system can reliably process large volumes of voice data, accurately extracting VoC and negotiation content.
• - Significant Reduction in ACW: By automating operators' manual entry tasks, AI Central Voice enhances quality and efficiency simultaneously.
• - Optimization of Promotional Activities: The platform's insights help identify success factors, directly improving the effectiveness and quality of inside sales efforts.
• - Foundation for Customer Success: The ability to leverage VoC for product improvement and marketing directly impacts customer loyalty and satisfaction.

Implementation Benefits and Future Outlook

The introduction of AI Central Voice is expected to achieve both increased operational efficiency and advanced VoC utilization within Shinnihon Seiyaku's call center operations. They are set to benefit from:

• - Enhanced Efficiency through ACW Reduction: Automated conversation summaries and classifications will significantly decrease operator data entry tasks, improving response quality and managing personnel costs effectively.
• - Improved Quality and Sales through Data Structuring: Utilizing accurate data will facilitate success factor analysis and enable tailored approaches based on customer attributes, thereby boosting quality and sales.
• - Rapid Feedback to Service Improvement and Product Development: The AI system's advanced summarization and classification of VoC will expedite feedback to product development and service enhancement teams, establishing a data-driven growth cycle centered around VoC.

Positioning AI Central Voice as the cornerstone of their customer success strategy, Shinnihon Seiyaku aims to accelerate business growth fueled by enhanced service levels and deeper customer understanding through AI technology.

Company Statement

Mr. Iwabuchi from Shinnihon Seiyaku expressed his optimism regarding this collaboration, stating that it represents a significant step forward for both companies. He envisions a future where operators can focus on one-on-one interactions with customers in a hands-free environment, further enhancing the customer experience.

About AI Central Voice

AI Central Voice is an AI agent designed to create businesses insights, offering over 30 unique preprocessing modules to transform vast amounts of unstructured data scattered across an organization into valuable information. Unlike generic AI, it specializes in high-precision analysis of customer feedback, employee insights, and sales reports, providing actionable suggestions that directly influence decision-making.

About Tech Touch, Inc.

Tech Touch, established in March 2018, provides the AI Central Voice data strategy agent and the premier digital adoption platform in Japan. Their approach not only analyzes qualitative data to support higher operational productivity but also enhances business processes through AI-driven insights. The company has been recognized with various awards, including the Good Design Award and J-Startup certification from the Ministry of Economy, Trade and Industry.

For more about AI Central Voice, visit AI Central Voice.