English 
RightVoC by KARTE, a product provided by ライトタッチ Inc., which is transforming customer support with data and AI, uses generative AI to realize business activities based on customer feedback, has been introduced to the Living Strategy Department of Tokyo Gas Co., Ltd.
By automating the process of processing, analyzing, and utilizing the VoC* collected by RightVoC on “myTOKYOGAS,” it will be possible to take steps aimed at improving services and enhancing quality.
Tokyo Gas is strengthening its “digital touchpoints” with customers, including the online membership service “myTOKYOGAS.” “myTOKYOGAS” receives many inquiries and opinions (VoC) every day, and the Living Strategy Department has been working on continuous improvements based on these voices.
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Although they had been working on VoC analysis up until now, it was mainly manual classification and aggregation, which required a lot of man-hours and time, and in order to extract suggestions from VoC that could be used for improvements, they needed to analyze at a fine level of detail, but the workload was high and they were not able to respond adequately. Furthermore, despite the need to detect sudden inquiries in real time, respond quickly to the increasing number of inquiries, and come up with measures to dispel concerns, they continued to be unable to respond to these issues.
To solve these issues, the company decided to introduce RightVoC, which uses generative AI to automate the process from analyzing VoC to proposing improvements. They are building a system that can more accurately and quickly translate customer feedback into service improvements.
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