"Improving response quality" at call centers
Supporting "improving customer satisfaction by providing fast, accurate and smooth services"
Mizuho Information & Research Institute, Inc. (Head office: Chiyoda-ku, Tokyo; President and CEO: Naomi Inoue) has recently introduced a voice recognition solution developed specifically for the insurance industry, which converts voices spoken during phone calls into text in real time, to Asahi Mutual Life Insurance Company (Head office: Chiyoda-ku, Tokyo; President and CEO: Miki Sato; hereinafter "Asahi Life") Asahi Life Insurance Co., Ltd. (Head office: Chiyoda-ku, Tokyo; President and CEO: Miki Sato; hereinafter "Asahi Life"), which began full-scale operation at its customer service center with 1 desks in February of this year, after a trial run from January to March last year.
The "voice recognition solution" utilizes the know-how that Mizuho Information & Research Institute has cultivated in its work for the insurance industry, and utilizes the voice recognition technology of Advanced Media Co., Ltd. (Head office: Toshima-ku, Tokyo; Representative Director, Chairman, President and CEO: Kiyoyuki Suzuki). AmiVoice ® Based on the language model and various applications, and combining the "general-purpose speech recognition insurance language model" and "applicable business template" developed specifically for the insurance industry through an API (Application Programming Interface), this solution visualizes (converts to text) conversations between communicators and customers in insurance industry call centers in real time, making it possible to improve work efficiency and strengthen compliance. In addition, by instantly identifying target calls from all visualized call data and making it possible to check both text and audio, it significantly reduces the time required for risk management departments and call center departments to check and transcribe risk calls, achieving further work efficiency.
In its medium-term management plan "Action" (FY24 to FY26), Asahi Life Insurance has set out a management vision of "Supporting each and every customer's way of living." The introduction of this "voice recognition solution" is aimed at further enhancing the functionality of its call centers, which serve as the point of contact with customers, in order to respond to the increasingly diverse needs and channels of customers, and at "further improving customer satisfaction by providing fast, accurate and smooth service" through improved response quality and increased administrative efficiency.
In addition, by utilizing the converted call content, we aim to compile and analyze keywords that are related to and common to the valuable opinions and requests received from customers, thereby improving the quality of our operations and services.
In addition to recording calls, the "voice recognition solution" also has several functions that help support communicators in responding to calls, such as automatically displaying important information that needs to be conveyed to the customer and instantly notifying a supervisor when pre-defined keywords are detected.
Regarding the introduction of the "voice recognition solution," Nagaishi Aki, general manager of Asahi Life Insurance's Customer Service Center, said, "By visualizing the content of conversations with customers, we can ensure the quality of our response, and we will also put in place a system to accurately listen to customer inquiries and respond swiftly, so that we can be of even greater service to our customers."
Mizuho Information & Research Institute's voice recognition solution is currently being used by five life insurance companies, including Asahi Life Insurance, and the number of seats used in call centers has reached more than 5. In the future, in addition to the current versions for life and non-life insurance and mutual aid, we will strive to support our customers in strengthening compliance by rolling out voice recognition solutions to a wide range of industries, including banking, securities, and credit card businesses.
Advanced Media will continue to expand its partnerships with various vendors in the financial and other industries, promote voice recognition solutions in call centers, and achieve further improvements in operational efficiency and compliance.
About Mizuho Information & Research Institute ( http://www.mizuho-ir.co.jp/ ）
Mizuho Information & Research Institute was established in 2004 as an IT strategy company for the Mizuho Financial Group. Our team of approximately 4,500 professionals with expertise in a wide range of fields, including IT, telecommunications, environment and energy, socio-economy, and science and technology, helps clients realize their visions and contributes to improving their corporate value through three services: consulting, system integration, and outsourcing.
About Advanced Media ( http://www.advanced-media.co.jp/ ）
Advanced Media has developed its own voice recognition technology AmiVoice ® This has enabled us to provide a variety of solutions that allow users to input text using their voice. AmiVoice ® The voice recognition engine allows immediate voice input (speaker-independent) without the need for pre-learning (enrollment) for each user. It is primarily used in the fields of medicine, education, entertainment, meeting minutes, call centers, and business solutions.
■For more information on voice recognition solutions, please click here.
http://www.mizuho-ir.co.jp/solution/finance/frontbusi/insurance/voice/02.html
■ Inquiries about news releases
Mizuho Information & Research Institute, Inc.
Public Relations Office: Taku Ishihara, Kiminori Ikawa
TEL：03-5281-7548
Email: info@mizuho-ir.co.jp
Advanced Media, Inc.
Business Management Department Public Relations Team
TEL：03-5958-1307
Email: press@advanced-media.co.jp
■ Inquiries about voice recognition solutions
Mizuho Information & Research Institute, Inc.
Financial Systems Operations Department Masami Narii, Toshiki Kojima
TEL：03-5281-7581
Email: sales-kinyuu@mizuho-ir.co.jp
■ Voice recognition technology AmiVoice ® Inquiries
Advanced Media, Inc.
CTI Business Division Katsuhiko Suga
TEL：03-5958-1091
Email: info@advanced-media.co.jp
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■ Image of business using "voice recognition solution"
