Panasonic EW Turns Customer Feedback Into Product Insights With AI

Flyle Co., Ltd., which provides “Flyle,” an AI agent that handles contact center and CX operations, announces a case study of how Flyle is being used at Panasonic Electric Works Co., Ltd.  and the results achieved.

Panasonic EW implemented Flyle to utilize customer feedback (VOC) collected at its contact center, which handles approximately 600,000 inquiries annually, across various departments within the company, including product planning. They are using AI-powered summarization and classification, as well as AI chat, to support product hypotheses and conduct post-launch reviews. Since implementation, the number of users accessing the tool has more than doubled, and the workload for creating monthly reports has been significantly reduced.

Panasonic EW, whose core business is lighting fixtures and wiring devices, operates under the guiding principle of “thinking from the customer’s perspective,” and is working to utilize customer feedback, which is included in approximately 600,000 inquiries received annually, for value creation throughout the company, including product planning.

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On the other hand, with conventional tools, it was necessary to check the original text to understand the content of inquiries, and it was difficult to check all of the thousands of inquiries received each month for even a single product. In addition, the interaction history entered manually by operators had inconsistent levels of detail, and the background and context were not adequately preserved. As a result, users of the tools were perceived as “time-consuming to read the original text” and “lacking information worth analyzing,” which hindered the growth of VOC (Voice of the Customer) utilization.

The company established a system for transcribing call content using speech recognition and then considered AI-powered analysis tools. Prioritizing textual summaries, visualization by frequency, classification based on customer behavior, and extraction of voice data that could provide hints for product planning, they ultimately decided to implement Flyle.

Source: PRTimes