Enhanced Customer Service Quality for Prospective Apartment Tenants Achieved by Use of Business Talk Analysis Cloud Service

July 31, 2024
Leopalace21

Leopalace21 Corporation (headquarters: Nakano-ku, Tokyo, Japan; President and CEO: Bunya Miyao; “the Company”) announced that it achieved effective human resource development to focus individual issues and enhanced customer service quality, by use of ailead, a business talk analysis cloud service which enabled observing and analyzing the communication data with the customers.

▪Background of the cloud service introduction

With the Company's sales offices located throughout Japan, it was faced with a challenge of accumulating knowledge to ensure the equal level of customer service quality by anyone, anytime and anywhere. In particular, during the Covid-19 pandemic, the declaration of a state of emergency made it difficult to visit client companies or serve customers in the sales offices, which put approaching customers for contract conclusion difficult to carry out.
The Real Estate Brokerage Act was revised in 2022 to allow for electronic contracts and it led the Company to digitalize its business operation. The customer service at the sales offices and reaching client companies, however, remained predominantly face to face. Amidst such circumstances, The Company decided in September 2023 to introduce, ailead, a business talk analysis cloud service, to realize the equal level of customer service quality as part of promoting the initiative of online apartment search.

▪About ailead, a business talk analysis cloud service

The cloud service improves work efficiency at the sales frontline and develops capable sales personnel by letting AI to automatically collect, analyze, and visualize the business talk data. By linking with web conferencing tools, the system can be used without changing the existing workflow at all.

ailead website: https://www.ailead.app/ (Japanese language only)
Case example: https://www.ailead.app/case/leopalace21 “Promoting online customer service to increase employees’ confidence level and customer satisfaction”: (Japanese language only)

▪Effects of Introduction

• - Improve customer service quality

By using the search by key words function in transcription, the business talk analysis cloud service instantly identifies the inappropriate words or omissions of essential points to check during customer service. In addition, the summary function allows sorting out detailed customer interactions and areas for improvement by topic. The usability helped the Company to quicken the process of improving customer service skills. As a result, the number of times a customer has to ask about the details of a contract has been reduced, and the level of contract explanation has also improved.



• -Grasp employees’ attitude in terms of customer service and customer reactions through recorded data

The automatic recording function allows the supervisors to check the subordinates' facial complexion, their attire, and the customer reactions during customer service without having to visit the sales office. It enables fact-based review and efficient management. The use of the recorded data has helped to resolve the troubles if the proper explanation was given to the customers, hence, to protect employees from harassment risking their employment, reduce their mental strain, which resulted in reduced number of unwilling resignations since its introduction.



• - Streamline new employee training through role-playing and quiz-style training

By incorporating quiz-style training utilizing recorded data, the Company managed to shorten training time and make more participatory sessions. It also significantly reduced onboarding time.

▪Company Profile