日本語 
Kaunet Co., Ltd., an e-commerce service provider within the Kokuyo Group, has introduced the AI insight analysis platform “Flyle” provided by Flyle Co., Ltd.
By utilizing AI to comprehensively analyze and visualize over 320,000 VOC (Voice of the Customer) cases per year and treating each and every one equally, we realize improvements to “Promise Breaks” (customer issues) without leaving anyone behind. By building a rapid improvement system involving related departments, we aim to turn VOC into a valuable asset, enabling data-driven decision-making and further improving CX (Customer Experience Value).
Background to the introduction of “Flyle”
Kaunet is committed to using technology and creativity to create valuable experiences for all workers. Kaunet, an online store for office supplies for small and medium-sized businesses, is an e-commerce platform used by many customers.
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Kaunet aims to improve CX across the company, and places importance on accurately identifying “promise breaks” from the VOC, such as feedback and surveys received at the contact center, and utilizing them to improve services. In order to collect and analyze every customer’s feedback without missing a thing and lead to rapid improvements, a voice-to-text tool was introduced to the contact center in December 2024.
However, there were challenges in analyzing the collected VOCs. It was difficult to respond to all of the more than 320,000 cases per year, and improvement measures were limited to those with high priority. Furthermore, traditional manual analysis was unable to capture specific customer requests, and the analysis took a lot of time. As a result, the insights gained could not be linked to timely action to improve services, and the VOCs were not being utilized to their full potential.
SOURCE: PRTimes
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