AIG Edison Life Insurance begins trial operation ahead of full-scale operation in July
Mizuho Information & Research Institute, Inc. (Head office: Chiyoda-ku, Tokyo; President and CEO: Ohara Yukio) will begin trial implementation of "Speech Recognition Insurance Templates," a next-generation solution for AIG Edison Life Insurance Co., Ltd. (Head office: Sumida-ku, Tokyo; President and CEO: Kataoka Kazunori), from May 2009, 5. The solution converts conversations between call center operators and customers into text quickly and with a high recognition rate, promoting business efficiency and strengthening compliance. The current trial implementation is being carried out in preparation for full-scale operation in July, and will introduce speech recognition templates with Japan's first "general-purpose speech recognition language model for insurance" specialized for life insurance.
This "Voice Recognition Insurance Template" uses the voice recognition technology of Advanced Media Co., Ltd. (Head office: Toshima-ku, Tokyo; President and CEO: Kazuyuki Hasegawa), which is used in a wide range of industries.AmiVoice®Based on the language model and various applications, and utilizing the know-how that Mizuho Information & Research Institute has cultivated in its work for the insurance industry, the "general-purpose speech recognition insurance language model" and "applicable business template" that were developed specifically for the insurance industry are combined through an API (Application Programming Interface) to visualize (convert to text) conversations and text with customers in call centers in real time, making work more efficient. At the same time, by automatically displaying required items such as important matters and product descriptions and equipping the important matters explanation support function that automatically erases the transmitted content, it also realizes the optimization of business processes and strengthening of compliance, such as responding to the Financial Instruments and Exchange Act, by displaying a warning message when a pre-registered warning word is spoken.
Furthermore, since it is possible for supervisors to display the operators' status in real time, it is possible to operate the call center more efficiently through monitoring from remote locations, and it is also possible to train operators based on accumulated data, which contributes to improving customer satisfaction by standardizing and improving the quality of operator responses.
Since the announcement of the "Voice Recognition Insurance Template" in the fall of 2008, we have received inquiries from several life insurance companies, including AIG Edison Life Insurance. In response to requests from these insurance companies, we added features to improve usability, such as a keyword statistics function, in March of this year.
AIG Edison Life Insurance Director and Head of Operations and Information Systems Futami said, "We evaluated the voice recognition insurance template developed by Mizuho Information & Research Institute with the aim of streamlining our business processes and strengthening compliance. We found that not only did it meet our original objectives, it also enabled us to instantly convert data into text through voice recognition, dramatically improving the quality and accuracy of our customer data. Another deciding factor was that it enables us to monitor and remotely operate the Nagasaki call center in real time from Tokyo. As this template will be effective in realizing the compassionate service that AIG Edison Life Insurance aims to provide, we have decided to conduct a trial introduction in preparation for full-scale rollout in July."
Going forward, Mizuho Information & Research Institute and Advanced Media will make improvements through the trial implementation, such as adding new terms, and will continue to prepare for full operation in July.
Above
●Features of "Voice Recognition Insurance Template" for the life insurance industry
◇Comprehensive coverage of terms specific to the insurance industry
The system incorporates Mizuho Information & Research Institute's proprietary "general-purpose speech recognition language model for insurance," which covers terminology specific to the life insurance industry, reducing misrecognition when instantly converting conversations into text and improving work efficiency and quality.
◇Prepared templates applicable to insurance business
The app is equipped with a proprietary "applicable business template" that prevents oversight of important matters and voice input support functions. It is equipped with practical templates for insurance business, such as automatically displaying items that need to be explained to the operator and automatically checking whether an explanation has been given or not.
◇Can be linked with applications used by life insurance companies
It can be used in conjunction with applications currently being used in call centers, etc., and can be operated in a manner that suits your business needs.
◇ Promoting stronger compliance
If inappropriate language that violates compliance is detected, the supervisor is notified immediately. In addition, the supervisor can monitor the contents of multiple operators' calls with both text and audio, promoting the strengthening of compliance in business processes such as appropriate product explanations to customers and content confirmation. Remote operation is also possible.
■ About AIG Edison Life Insurance (http://www.aigedison.co.jp/）
AIG Edison Life is a life insurance company that aims to be "the best sales and service company in Japan," fulfilling its vision of providing its customers with the greatest satisfaction - lifelong peace of mind and trust - by providing attentive service based on its consulting skills in proposing insurance products, as well as its outstanding insurance know-how and product development capabilities.
■ About Mizuho Information & Research Institute (http://www.mizuho-ir.co.jp/）
Mizuho Information & Research Institute, as "a true IT partner that realizes the vision of our customers together with them and is trusted by them," provides total support for our customers' businesses with three services: consulting, system integration, and outsourcing. In the insurance field, we provide SI services that combine our extensive operational know-how with the latest technology, ranging from call centers and sales support to maintenance operations.
■ About Advanced Media (http://www.advanced-media.co.jp/）
Advanced Media has been providing various solutions that allow users to input text by voice using its unique voice recognition technology AmiVoice®. The AmiVoice® voice recognition engine allows users to input voice immediately (speaker-independent) without the need for pre-learning (enrollment) for each voice. It is mainly used in the fields of medicine, education, entertainment, minutes, call centers, and business solutions.
Click here for more details about this solution.
http://www.mizuho-ir.co.jp/it/voice/index.html
■ Inquiries about news releases
Mizuho Information & Research Institute, Inc.
Public Relations Office Yuji Hiraishi, Ayako Sato
TEL: 03-5281-7548
E-mail: info@mizuho-ir.co.jp
Advanced Media, Inc.
Corporate Planning Department Public Relations Team
TEL：03-5949-2007
FAX: 03-5958-1032
Email:press@advanced-media.co.jp
■Inquiries regarding services
Mizuho Information & Research Institute, Inc.
Masami Narii, General Manager, Financial Systems Operations Department
TEL: 03-5281-7581
■ Voice recognition technology
AmiVoice®Inquiries about
Advanced Media, Inc.
Takeo Sakaguchi, Sales Group, Solutions Division
TEL: 03-5958-1091
FAX: 03-5958-1033
Email:info@advanced-media.co.jp
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Copyright 2009 Mizuho Information & Research Institute, Inc.
/ Advanced Media, Inc.
AmiVoice®and logo are registered trademarks of Advanced Media.
Company names and product names mentioned are registered trademarks and trademarks of their respective companies.
