RightTouch Inc. has raised over 800 million yen in total in its Series A round through a third-party allotment of new shares to Global Brain Corporation and GMO Internet Group’s GMO VenturePartners, Inc., as well as a loan from the Shoko Chukin Bank, bringing the total amount raised to 1.42 billion yen.
RightTouch’s mission is to “free everyone from negative experiences and unlock their potential,” and the company operates a SaaS business for enterprise companies specializing in the customer support field.
Since launching the web support platform “RightSupport by KARTE” in March 2022, which analyzes and detects customer behavior before inquiries in real time and guides them to the appropriate channel with no coding, we have released four products and a set of generative AI functions to optimize the customer support experience and the entire business flow within a company.
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By using multiple products to integrate and link data related to customer support, such as VoC, customer behavior, and corporate knowledge, and connecting previously disconnected customer touchpoints and workflows, we are adopting a compound strategy that provides deeper problem-solving and value creation in customer support.
This business, which started with use in the financial industry, has expanded to include industries such as manufacturing, travel, and communications, and has been adopted by companies such as SBI Securities, Panasonic, and NTT Docomo. The number of self-solved cases achieved through the product has increased by about 15 times compared to 2023, resolving about 30,000 consumer problems per day.
The customer support market, which is said to have a cumulative total value of 3.1 trillion yen, is beginning to see major changes due to the rapid development of generative AI in recent years.
Until now, many companies have been unable to break away from the passive model of “waiting for and responding to customer inquiries.” However, even on a global scale, there has now been a shift from passive customer service to proactive support, and overseas, technology companies in the customer support field, such as “Sierra” and “Ada,” have grown into unicorn companies, and the entire industry is undergoing major transformation.
Through this round of funding, RightTouch aims to realize the ideal form of customer support in the age of generative AI, and will accelerate further business expansion, including the development of multiple new products as a compound startup and the development of a new core data infrastructure for customer support using generative AI.
SOURCE: PRTimes
