Further deepen CX
To make it easier for customers to use our wide range of services that are closely related to their daily lives, we are using digital technology to enhance our touchpoints with customers, and we are collecting and analyzing the many comments we receive every day to improve our services across the entire company.
Improved service quality and operability
In response to customer requests for a comfortable Wi-Fi environment, we are working to improve the quality of Internet communications by deploying Wi-Fi modems equipped with AI. In addition, for TV services, we are pursuing service design that is convenient and comfortable for customers by devising and improving the operability of remote controls and the configuration of TV screens.
Improved response quality
We aim to improve the quality of our customer service at all points of contact, including our sales offices, customer centers, and service engineers at 65 locations nationwide, so that we can provide optimal proposals.
The customer center, which plays a central role in this system, has introduced an AI tool that utilizes Google's generative AI model, Gemini, to improve the quality of customer service.
By analyzing call data, etc., we gain a deeper understanding of customer needs, which helps us improve operational flows and increase the value we provide to customers.
Service improvements based on customer feedback
We are implementing improvement activities based on "customer feedback" so that we can respond to even the smallest of customer comments, such as "praise," "criticism," "problems and requests," etc. We take customer feedback seriously, provide feedback to the entire company, and carry out service improvement activities across the organization.
