RightTouch Raises 800 Million Yen in Series A Funding
RightTouch has completed a Series A funding round totaling over 800 million yen through third-party allotment to Global Brain Corporation and GMO VenturePartners, as well as loans from Shoko Chukin Bank. This brings the company's total funding to 1.42 billion yen.
Purpose and Background of Funding
RightTouch operates an enterprise SaaS business specializing in customer support with the mission of "freeing people from negative experiences and unlocking their potential."
Since launching "RightSupport by KARTE" in March 2022—a web support platform that analyzes and detects customer behavior in real-time before inquiries and guides them to appropriate channels with no coding required—the company has released four products and generative AI function groups to optimize the customer support experience and overall business workflows.
By integrating and connecting customer support-related data such as Voice of Customer (VoC), customer behavior, and corporate knowledge through multiple products, RightTouch employs a compound strategy that connects previously fragmented customer touchpoints and workflows to solve deeper customer support challenges and create value.
The business, which began with adoption in the financial industry, has expanded to manufacturers, travel, telecommunications, and other industries, with implementations at companies such as SBI Securities, Panasonic, and NTT DOCOMO. The number of self-resolutions achieved through their products has increased approximately 15-fold compared to 2023, resolving about 30,000 consumer issues daily.
In the customer support market, valued at a cumulative 3.1 trillion yen, significant changes are beginning to occur due to the rapid development of generative AI.
Until now, many companies have been unable to break away from the passive model of "waiting for and responding to customer inquiries." However, globally, there is now a shift from passive customer response to "proactive support," with overseas technology companies in the customer support field such as "Sierra" and "Ada" growing into unicorn companies, transforming the entire industry.
Through this funding, RightTouch aims to realize the ideal form of customer support in the generative AI era and accelerate further business development, including the development of multiple new products as a compound startup and the development of a new core data foundation for customer support using generative AI.
Overview of Funding
Amount raised: 800 million yen
Method: Third-party allotment, loans
Shareholders: Global Brain Corporation (Global Brain No. 9 Investment Limited Partnership), GMO VenturePartners
Lender: Shoko Chukin Bank
Main Uses of Raised Funds (Planned)
1. Strengthening recruitment across all positions in enterprise SaaS, including business side and product engineers
Following the launch of new businesses "RightVoicebot by KARTE" and "RightVoC by KARTE" at the end of 2024, multiple additional product launches are planned for spring 2025 and beyond.
To expand utilization in the customer support field across all industries and sectors as a horizontal SaaS, RightTouch will strengthen recruitment of not only product engineers who develop the core products, but also business-side members who work alongside enterprise companies to solve customer support challenges, create value, and explore and launch new products and businesses.
2. Research and development to further advance full-scale expansion into the generative AI field
The customer support field is rich in data such as Voice of Customer (VoC) and FAQs, and is also a labor-intensive business model with little technological intervention, making it an area where generative AI can easily create operational efficiencies and benefits.
RightTouch is strengthening the recruitment of AI talent to accelerate the development of the core platform that integrates all products, including the "Right Intelligence" AI foundation, which can be used at customer touchpoints such as AI agents and voice bots.