Jun 22 2017
FRONTEO, Inc., a leading provider of artificial intelligence (“AI”) based big data analysis services, announced today that Resona Bank (Osaka, Japan) has adopted KIBIT, the AI engine developed by FRONTEO.
From today, it will use KIBIT as described below in order to improve customer satisfaction by analyzing customer opinions and requests.
◯ Ascertaining customer needs for financial products and service
KIBIT will analyze interview transcripts, such as those of exchanges between Resona Bank branch officers and customers, with the aim of implementing a customer-centric approach. Specifically, KIBIT will analyze interview transcripts that contain recommendations for financial products, customer reactions to the recommendations, and customer service requests. By selecting transcripts ranked by order of importance that are linked to a customer-centric approach, KIBIT will enable Resona Bank to ascertain and respond to customer needs quickly and efficiently.
A large volume of interview transcripts is produced at Resona Bank branches every day. The adoption of KIBIT also makes it possible to set a priority order for transcripts that were previously checked in the order they arrived, thereby increasing the completeness of checks of important transcripts.
◯ Sorting of customer questionnaires
Resona Bank has been collecting various questionnaires from its 326 branches to understand customer opinions. Questionnaire volume has reached nearly 1,000 per month and contain information such as requests and opinions about products and branch facilities, compliments on staff responsiveness and complaints about waiting time. Previously, these were sorted manually by staff members and forwarded to the relevant department for follow-up. This method required a great deal of time to verify contents and yielded variations in sorting. With the adoption of KIBIT and using previous records as training data, Resona Bank will be able to sort and respond to questionnaires efficiently and with high precision.
Resona Bank’s adoption of KIBIT follows a proof of concept trial which started in January 2017, during which KIBIT utilized a variety of internal records of the bank. FRONTEO will be proposing further expansion of KIBIT’s adoption in order to help Resona Bank leverage its strengths in providing product breadth and specialized attention to its individual and small- and medium-enterprise customers.