The Generative AI Co-Creation Lab., an initiative of BELLSYSTEM24, Inc., has begun offering “Hitotonari AI”, a service that uses generative AI to infer customer needs from VOC (voice of the customer) data such as call data and chat logs from contact centers, in collaboration with Thinker Inc. a subsidiary of BELLSYSTEM24 that specializes in data marketing.
This service estimates customer needs by scoring the possibility of customer life events and interests, and can be used for various marketing purposes such as proposing optimal products, estimating needs for new products, and delivering advertisements to acquire new customers. It can also be used to improve sales activities and customer service operations. We accompany companies that want to use VOC in marketing, and provide one-stop services from consulting to implementing marketing measures.
In the past, methods for grasping customer needs in corporate marketing activities have been to conduct surveys and group interviews, and estimate customer needs based on browsing information from the same browser using third-party cookies. However, surveys and group interviews are costly, and even with the use of third-party cookies, it is currently very difficult to grasp customer needs due to the cookie regulations that came into effect in 2023. Therefore, although it is becoming increasingly important to utilize data held by companies, progress has not been made due to various issues, such as the vast amount of data being scattered throughout the company and insufficient organization, and a shortage of personnel with specialized knowledge.
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Against this backdrop, we have developed a new service that uses the vast amount of call data accumulated in contact centers to estimate customer needs using generative AI, in order to conduct sales and marketing activities that respond to rapidly changing customer needs, as well as product development and optimal product proposals through one-to-one communication that is tailored to the customer.
SOURCE: PRTimes
