RightTouch Inc. (Headquarters: Shinagawa-ku, Tokyo; Representatives: Shuhei Nomura, Daito Nagasaki; hereinafter "RightTouch"), a provider of AI contact center infrastructure for enterprises, is pleased to announce that ORIX Life Insurance Corporation (Headquarters: Chiyoda-ku, Tokyo; President: Kazunori Kataoka; hereinafter "ORIX Life Insurance") has implemented its VoC (※) analysis platform "QANT VoC". ※ VoC (Voice of Customer) means "customer's voice". ORIX Life Insurance has approximately 4.71 million policies in force, primarily for medical and death insurance, and its contact center receives approximately 80,000 inquiries per month. Many of these inquiries contain voices directly related to service and product improvements, such as customer concerns, consultations on coverage details, and inquiries about new products and riders. Leveraging these insights further has become an important theme. In light of this situation, ORIX Life Insurance aims to achieve three key objectives with the introduction of QANT VoC: 1 "Accuracy" in objectively and quantitatively grasping the content of inquiries, 2 "Timeliness" in understanding the reasons for changes in real-time and enabling proactive responses, and 3 "Comprehensiveness" in visualizing all inquiries, including regular ones. QANT VoC was introduced to build a foundation that can continuously drive an improvement cycle for products, services, and response design, starting with customer feedback. Through these initiatives, RightTouch will support the construction of a foundation that underpins data-driven, continuous service improvement. ■ Comments Mr. Nobumasa Watanabe, General Manager, Operation Management Department, Customer Service Division, ORIX Life Insurance Corporation Our company has always strived for service improvement and operational efficiency based on customer feedback, but much of this was limited to complaint analysis and interviews with frontline staff. While we held the ideal of "listening to all c