Case Study: Sompo Japan Nipponkoa achieves standardized, AI-powered call center service with NTT Communications

Realizing innovative call center service with AI speech recognition technology

Sompo Japan Nipponkoa, a leading property & casualty insurer in Japan, faced a growing challenge: its contact centers handle about 1.9 million calls a year across a wide range of products, making advisor training slow and service quality hard to standardize. With Japan’s shrinking labor pool, the company needed to maintain or improve service levels while reducing dependence on individual advisor skill.

Sompo introduced NTT Communications’ ForeSight Voice Mining and the corevo™ AI engine to build an Automatic Intelligence Support System that transcribes calls in real time and surfaces the most relevant FAQs to advisors. In trial operations the system cut handling time toward the target of two‑thirds, reduced training needs and operator dependency, lowered costs, and laid the groundwork for future virtual advisors and a potential group‑wide gateway.

Sompo Japan Nipponkoa

Sanae Suyama

Executive Officer General Manager Customer Communication Planning Department