スタジアム and LIXIL jointly won the Judges’ Special Award at the Contact Center Awards 2026 by using the AI-powered interaction-evaluation service “Dr.Tel.” The trial substantially reduced managers’ preparation time through automated evaluation and feedback, and improvements were seen in customer relationship metrics.
スタジアム and LIXIL developed an initiative to improve the ability of a repair reception center to make replacement proposals by creating an AI-powered system for evaluating customer interactions and providing feedback. Evaluation criteria incorporated the results of analyses of actual interaction audio from frontline operations. While promoting adoption of the system in day-to-day operations, the initiative sought to turn operators’ anxiety into confidence.
Specifically, interactions that led to successful replacement proposals were organized into 5 steps, and the evaluation logic and feedback content were continuously adjusted based on actual frontline operations. A system was established to clarify each operator’s areas for improvement and key points for their next interaction through a combination of AI-based evaluation and human coaching.
As a result of the trial, automating AI-based interaction evaluation and feedback-report creation reduced managers’ feedback preparation time per operator from 30 minutes to 10 minutes. The additional time was used to provide detailed coaching based on each individual’s understanding of the issues, contributing to higher customer satisfaction and achievement of the target acceptance rate for replacement proposals.
Through this initiative, an operating model combining AI- and human-led evaluation and development was established, achieving greater operational efficiency and translating changes in operator behavior and development into business results. Going forward, the company plans to enhance functions for early detection of compliance risks across entire calls and support for supervisors.