Japan's first*1 general-purpose speech recognition language model for insurance improves operational efficiency and strengthens compliance
Advanced Media's voice recognition technologyAmiVoice®Adopt
Mizuho Information & Research Institute, Inc. (Head office: Chiyoda-ku, Tokyo; President and CEO: Yukio Obara) has been using the voice recognition technology provided by Advanced Media, Inc. (Head office: Toshima-ku, Tokyo; President and CEO: Kazuyuki Hasegawa) since October 2008.AmiVoice®We will start offering the "Speech Recognition Insurance Template" for the insurance industry, which utilizes the speech recognition language model that is the core of this template.AmiVoice®Based on this, and incorporating the know-how and insurance industry terminology that Mizuho Information & Research Institute has cultivated in its work for the insurance industry, it has realized Japan's first general-purpose speech recognition insurance language model. By utilizing this language model, it is possible to visualize (convert to text) conversations and sentences used in the insurance industry in real time.
In recent years, deregulation has progressed in the insurance industry, and sales channels such as banks and post offices have become more diverse.
On the other hand, the Financial Instruments and Exchange Act (Japanese version of SOX Act) came into force in April 2008, and there is a demand for strengthened compliance in business processes such as proper product explanations to customers and confirmation of contents. In light of this background, Mizuho Information & Research Institute has developed a "voice recognition insurance template" for the insurance industry, and is using voice recognition technology to strengthen compliance, improve business efficiency, and increase customer satisfaction.
This template uses Advanced Media's voice recognition technology, which is used in a wide range of industries.AmiVoice®By combining Mizuho Information & Research Institute's "general-purpose speech recognition language model for insurance" and "application business templates" with various applications, it will be easier to provide customers with business systems that utilize speech recognition technology.
This template has the following features:
1: Visualization of spoken content using speech recognition
The "general-purpose speech recognition insurance language model" specialized for the insurance industry makes it possible to convert speech in insurance business into text in real time, allowing users to search and check the content of the speech in text.
2: Support for explaining important matters by extracting keywords from voice
By detecting specific keywords related to insurance business from the content of the operator's speech, it is possible to check in real time whether important information has been explained, etc. This will strengthen compliance, speed up customer responses, and standardize the quality of operator responses.
3: Compliance with Laws and Regulations through Voice Recognition Monitoring
If inappropriate language from a compliance perspective (e.g. "100% guarantee," "Absolutely a good deal," etc.) is detected, the supervisor is notified immediately. In addition, the supervisor can monitor the content of calls between multiple operators by both text and audio, which strengthens compliance.
4. Voice recognition for business efficiency
It significantly reduces the time required for data entry work in insurance business, such as inputting call center response history and entering large amounts of data such as handwritten contracts and medical certificates, thereby improving work efficiency.
The introduction of this template will prevent operators from missing information, making personal decisions, and missing important information, and will also prevent fraud by recording call content quickly and with a high recognition rate, making it possible to build a thorough compliance system. Voice input is also expected to reduce the time required by 50%*XNUMX compared to keyboard input, contributing to improved efficiency.
This template can be used in conjunction with applications currently used in call centers, etc., and Mizuho Information & Research Institute will be responsible for everything from consultation to implementation. Utilizing the know-how it has cultivated in the financial field, Mizuho Information & Research Institute plans to expand the provision of solutions to various financial operations, such as over-the-counter insurance sales at banks and handling inquiries and complaints.
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.
Above
*1) According to a survey by Mizuho Information & Research Institute, as of September 2008
*2) According to Advanced Media research
Click here for more details about this solution.
http://www.mizuho-ir.co.jp/it/voice/
■ Inquiries about news releases
Mizuho Information & Research Institute, Inc.
Public Relations Office: Yuki Hokari and Yuji Hiraishi
TEL: 03-5281-7548
FAX: 03-3259-2185
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 voice recognition insurance templates and services
Mizuho Information & Research Institute, Inc.
Financial Systems Operations Department Masami Narii, Fumihiko Kawashima
TEL: 03-5281-7581
E-mail: sales-kinyuu@mizuho-ir.co.jp
■Inquiries regarding AmiVoice® voice recognition technology
Advanced Media, Inc.
Takeo Sakaguchi, Sales Group, Solutions Division
TEL: 03-5958-1091
FAX: 03-5958-1033
Email:info@advanced-media.co.jp
■Copyright and Trademarks
Copyright 2008 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.
