Mizuho Information & Research Institute, Inc. (Head office: Chiyoda-ku, Tokyo; CEO: Inoue Naomi) has received an order for a "voice recognition solution" from Mitsui Life Insurance Company, Limited (Head office: Chiyoda-ku, Tokyo; CEO: Yamamoto Yukio). This is the first time that a domestically-funded life insurance company has adopted the "voice recognition solution" that Mizuho Information & Research Institute developed specifically for the insurance industry (※), and Mitsui Life Insurance plans to begin full-scale operation from August 2012. *According to Mizuho Information & Research Institute research
Mitsui Life Insurance has decided to adopt a voice recognition solution at the Mitsui Life Customer Service Center (hereinafter, the call center) from late August 24, with the goal of "realizing the highest quality service for customers," as stated in its medium-term management plan starting from fiscal 2012. The goal is to document the conversations between communicators and customers at the call center using the voice recognition solution, quickly and accurately collating and analyzing "customer feedback," and sharing it with management, in order to utilize it to improve the quality of all operations. In addition, by improving the quality of responses based on the documented "customer feedback," the company also aims to realize the highest quality service for customers and further improve customer satisfaction.
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 (documents) conversations between operators and customers at insurance industry call centers in real time, making it possible to improve work efficiency and strengthen compliance. In addition, by instantly identifying the target conversation from all visualized conversation data and making it possible to check both text and audio, it significantly reduces the time required for checking and transcribing risk calls in the risk management department and call center department, achieving further work efficiency.
Nobuhisa Uesugi, General Manager of Customer Communications at Mitsui Life Insurance Company, said, "By introducing the voice recognition solution, we will be able to improve the quality of service provided at our call center more than ever before. We will also be able to listen carefully to the valuable opinions, requests, and complaints we receive from our customers, share them promptly with management, and put in place a system that will enable us to improve the quality of all operations and services from the customer's perspective."
Mizuho Information & Research Institute will continue to support its clients in strengthening compliance by deploying voice recognition solutions across a wide range of industries, including life and non-life insurance and banking.
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.
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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 technologyAmiVoice®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
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Mizuho Information & Research Institute, Inc.
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■ Inquiries about voice recognition solutions
Mizuho Information & Research Institute, Inc.
Financial Systems Operations Department Hironobu Amagasa, Toshiki Kojima
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Email:sales-kinyuu@mizuho-ir.co.jp
■ Voice recognition technology
AmiVoice®Inquiries
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CTI Business Division Katsuhiko Suga
TEL：03-5958-1091
Email:info@advanced-media.co.jp
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