Launch of VOC Utilization Consulting to Optimize FAQs and Customer Navigation by Leveraging Voice of Customer

ITOCHU Techno-Solutions Corporation (headquartered in Minato-ku, Tokyo; Tatsushi Shingu, President and CEO; hereinafter CTC) has launched VOC (Voice of Customer) Utilization Consulting as a new offering of our proprietary consulting service, CTC Communication Design, which aims to enhance customer experience (CX). This service leverages generative AI to summarize and analyze real customer voices—such as call recordings accumulated at contact centers—to visualize customer complaints and requests, uncover new needs, and support improvements in response quality and operational efficiency. The service is priced from JPY 4 million (excluding tax). We will offer the service primarily to companies facing challenges in effectively utilizing VOC data and developing or improving FAQs.

Contact centers including those with well-prepared FAQs still see challenges such as failing to reduce inquiry volumes, improve self-service completion rates, and sufficiently utilize accumulated VOC data. Although many companies are working to improve their websites and FAQs to address these issues, it is often unclear what should be improved and how to make the improvement in order to achieve tangible results. Therefore, efforts driven solely by frontline teams poses limitations on achieving their goals, for which there is a growing need for initiatives that strategically analyze and leverage VOC to drive continuous improvement.

Against this backdrop, CTC has launched VOC Utilization Consulting as a new offering of CTC Communication Design. By leveraging generative AI to analyze text data derived from recorded customer calls, the service helps identify customer pain points such as dissatisfaction and requests, uncover new needs, and improve operational efficiency. This enables VOC collected at contact centers to be utilized not merely as records, but as strategic actionable insights for CX and operational improvement.

FAQ Similarity Analysis, one of the major features of the new offering, uses generative AI to check FAQs against customer inquiries and assess levels of similarity with scoring, enabling a quantitative assessment of how effectively FAQs address customer inquiries. By identifying issues from perspectives such as the clarity of answers and the natural flow of navigation, the service proposes concrete actions that directly contribute to CX improvement, leading to an approximately 20% reduction in phone inquiries and an increase in self-service completion rates.

In addition, its other functions, such as response quality assessment, data mining, and FAQ generation, support improvements in service quality and operational efficiency, helping contact centers address a wide range of challenges they face.

For companies that do not have an environment to convert voice data into text, CTC also offers support for transcribing recorded call data.

Leveraging our extensive experience in the contact center domain and our expertise in advanced technologies including AI, CTC has enhanced CTC Communication Design with this new offering. Going forward, CTC plans to expand the service to enhance CX through other channels such as email and chat, continuing to contribute to CX improvement and customer satisfaction maximization.