RightTouch and Itochu Techno-Solutions Join Forces on CX

cInc., which is transforming customer support with data and AI, is collaborating with ITOCHU Techno-Solutions Corporation to provide solutions for improving CX.

In recent years, consumers have shown a growing tendency to “research and solve problems on their own,” and companies are introducing and improving services that allow consumers to solve problems themselves, such as websites, FAQs, and chatbots. However, many companies have introduced individually optimized solutions, and do not have a fully developed system for providing end-to-end support from before an inquiry to after the problem is resolved. As a result, companies often find that their corporate knowledge, such as behavioral data on websites and FAQs, is separated from their contact center customer response history, making it difficult to understand why customers are having trouble and leading to difficulties in making improvements.

Furthermore, with labor shortages becoming more serious, creating a system that allows operators to focus on high-level inquiries is also an important issue. Advances in AI have made it possible to automatically analyze corporate knowledge such as website behavioral data and FAQs, as well as contact center customer response history, to visualize issues and needs. However, to translate these suggestions into improvements to the actual support experience and increased operational efficiency, strong support is essential in terms of system construction and operation.

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Against this backdrop, RightTouch, which develops a customer support platform that combines web behavioral data, VoC data, and AI, and CTC, which has extensive experience in SI and operations in the contact center field, will collaborate to build a system that provides consistent support from analysis to implementation and operation of improvement measures, and will provide solutions for improving CX.

Through this partnership with CTC, a comprehensive IT services company, RightTouch will further enhance the value of its products and expand into a wider range of areas. By linking with CTC‘s existing solutions and other systems, RightTouch will promote a higher quality support experience and operational efficiency. Furthermore, by promoting the integration and utilization of data that was previously separated by department and business, RightTouch will be able to continuously improve and develop new initiatives.

The two companies will focus on the B2C industry, primarily enterprise companies with a wide range of customer contact points, such as finance, communications, aviation, and travel, and aim to implement the system in 30 cases over the next three years. By providing solutions that combine the strengths of both companies, they will provide integrated support for improving corporate business efficiency and customer satisfaction.

SOURCE: PRTimes