Case Study: Tokio Marine & Nichido Anshin Life Insurance improves customer feedback analysis and efficiency with IBM watsonx.ai

Promoting DX to utilize customer feedback in business operations through generative AI

Tokio Marine & Nichido Anshin Life Insurance wanted to make better use of up to 18,000 customer feedback entries a year, but its manual review and classification process was slow and inconsistent. The company worked with IBM, using IBM watsonx.ai, IBM Client Engineering, and IBM Consulting to improve customer feedback analysis and support more customer-oriented operations.

IBM and Tokio Marine & Nichido Anshin Life Insurance co-created a generative AI solution to automatically classify feedback, extract keywords, and run cluster analysis. The result was a roughly 75% reduction in processing time, from 7–8 minutes to 2–3 minutes per entry, saving about 500 hours a year while also standardizing classifications and revealing new customer trends.

Tokio Marine & Nichido Anshin Life Insurance

Koji Imakiire

Digital Support Group Manager, IT Planning Department