#Japan #AI Technology #Tokyo #Hitachi #Keiyo Bank

Hitachi's Innovative Approach to Enhancing Call Center Operations

In a bold move to boost the efficiency and accuracy of call center operations, Hitachi, Ltd. has implemented advanced generative AI technology for Keiyo Bank's services. This initiative seeks to improve customer service and operational processes, leveraging unique in-house technology, particularly the User Confirmation Technology. The pilot program took place between May and September 2025 and has already demonstrated promising results.

Strengthening Call Center Services

Keiyo Bank aims to enhance their customer interaction services by integrating automated responses based on accumulated knowledge, ensuring that clients can obtain information 24/7. This program is crucial in addressing the rising demand for non-face-to-face interactions in banking, especially as the number of inquiries has surged. The initiative becomes even more critical considering the scarcity of skilled call center staff and the variability in service quality which can adversely affect customer satisfaction.

During this trial, Hitachi used its unique User Confirmation Technology within generative AI to evaluate the accuracy of responses given to inquiries about public information available on the Keiyo Bank website. The technology is designed to mitigate the risks associated with generative AI, particularly ensuring that it accurately interprets customer intentions, even when the initial inquiry lacks sufficient detail. This real-time questioning feature significantly reduces the likelihood of hallucinations—instances where the AI produces incorrect or nonsensical answers due to insufficient information.

Results of the Technology Pilot

Initial findings indicated a mere 58% accuracy in responses generated solely by conventional RAG (Retrieval-Augmented Generation). However, by employing Hitachi’s User Confirmation Technology, the accuracy rate skyrocketed to an impressive 86%, resulting in a 28% improvement. This enhancement not only promises to alleviate the burden on operators but also serves to increase overall customer satisfaction by reducing wait times.

Challenges in Call Center Operations

The challenges faced by call centers in the banking sector include rising inquiries, a shortage of personnel, and variability in service quality due to differences in operator skills and experiences. With such demands, it is critical to innovate and streamline operations to avoid long wait times and inappropriate responses, both of which lead to declining customer satisfaction.

While chatbot systems have been utilized to handle customer inquiries, they often require extensive pre-preparation of FAQs and can struggle with complex phrasing from users. In contrast, Hitachi's approach harnesses generative AI to enhance response accuracy without necessitating extensive preloaded data or fearing miscommunication.

Future Implementation Plans

Moving forward, Hitachi plans to incorporate the successful User Confirmation Technology into Keiyo Bank's operational framework. This adaptation is poised to dramatically reduce wait times for customers while standardizing response quality, thus facilitating a superior service experience.

Additionally, Hitachi aims to expand the deployment of this AI technology not only across Keiyo Bank's operations but throughout the financial services sector. This effort aligns with their larger vision under Lumada 3.0, addressing pressing societal issues like staff shortages and improving service quality across a wide array of banking functions, including sales, assessments, and system innovations.

About Hitachi, Ltd.

Hitachi, Ltd. is committed to creating sustainable social innovation through integrated technological solutions across IT and operational sectors. With a global workforce of approximately 280,000 employees, the company is set to achieve a revenue target of ¥9.78 trillion for the fiscal year ending March 2025. They continue to strive towards harmonizing environmental, social, and economic growth by leveraging data to solve societal challenges.

For more information, visit Hitachi.