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
Responding to customer requests for a comfortable Wi-Fi environment, we are developing AI-powered Wi-Fi modems to improve internet communication quality. In addition to improving the usability of the TV service remote control, we are also working to improve the TV screen layout and display speed based on customer usage data, pursuing a service design that is convenient and comfortable for our customers.
Improved response quality
営業拠点、カスタマーセンター、サービスエンジニアなど、あらゆるお客さま接点で対応品質の強化をはかり、最適なご提案ができるよう目指しています。
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.
