Sumitomo Life deploys LOOKIT for remote customer service

Sumitomo Life Insurance has started using the platform “LOOOKIT” provided by Waagu, a startup company in Silicon Valley, at its Vitality Service Center, which is in charge of call center operations for the Vitality health program. Through the use of this service, Sumitomo Life aims to improve customer service, including explanations of the Vitality app.

The LOOKIT service enables operators and customers to instantly share screens without having to download or install specific applications. Explanations that were previously given verbally (over the phone) can now be given while sharing the same screen remotely with customers, enabling more understandable explanations and smoother communication.

Key features of this service include:

• Simple operation and connection: Customers do not need to download or install specific applications. Regardless of IT literacy or understanding of Vitality, customers can start using the service instantly with simple guidance from operators and simple operations.
• Screen sharing and co-operation: For general incoming call support related to Vitality, operators previously provided verbal explanations based on information obtained from customers over the phone. With the introduction of this service, operators can now provide operational support while checking customers’ situations through screen sharing and co-operation. This enables Sumitomo Life staff to provide easier-to-understand guidance and allows customers to feel assured that “the operator is looking at the same screen.”
• Privacy protection: When sharing screens, sharing is conducted in a special environment that prevents unnecessary disclosure of information, allowing customers to use the service with peace of mind.

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