IBM Japan and Tokio Marine Nichido Implement AI for Customer Feedback Analysis 

Tokyo, Japan, 27th March 2025 – IBM Japan and Tokio Marine Nichido Life Insurance have jointly developed a generative AI model to enhance the classification and analysis of customer feedback. This initiative aims to improve service quality and operational efficiency within the insurance sector. 

The AI model utilizes IBM’s watsonx platform to process and analyze approximately 18,000 annual customer feedback entries received through various channels, including call centers and the company website. By automating the classification process, the model addresses challenges such as manual workload, inconsistencies in categorization, and the extraction of critical insights. 

In a two-phase trial conducted last year, the AI system demonstrated its ability to accurately and consistently classify customer feedback, significantly reducing the time required for analysis.  The first phase, spanning from July to August 2024, focused on employing natural language processing and retrieval-augmented generation techniques.

The second phase, from October to November 2024, introduced features for precise keyword extraction and visualization of related data. 

“By leveraging generative AI, we have achieved more accurate and standardized classifications, alleviating the workload of our staff,”  

Stated Tetsuo Tanaka, Head of Customer Relations at Tokio Marine Nichido Life Insurance. 

“This collaboration showcases the potential of AI in transforming business processes and enhancing customer satisfaction,”  

Remarked Hiroshi Yamamoto, AI Solutions Director at IBM Japan. 

Following these successful trials, Tokio Marine Nichido Life Insurance plans to implement the AI model into full-scale operations starting March 31, 2025. Future plans include integrating customer feedback with contract data to conduct more detailed analyses based on customer demographics and product types. 

This development underscores the growing role of AI in the insurance industry, particularly in enhancing customer service and streamlining operations. 

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