Mizuho Securities Enhances Customer Service with MOBI BOT AI Vector Search Implementation

In a significant step towards improving customer experience, Mizuho Securities, headquartered in Tokyo, has adopted the advanced chatbot technology, MOBI BOT AI Vector Search, developed by Mobilus. This innovative tool aims to enhance the accuracy of frequently asked questions (FAQs) answers while streamlining the operations of the contact center. The new feature utilizes cutting-edge vector search technology to provide precise responses even when customers use ambiguous or similar terms.

Mizuho Securities has officially launched the chatbot feature on their website as of December 26, 2025, allowing users to inquire freely and receive accurate information without needing to match keywords precisely. This improvement marks a substantial upgrade from traditional learning-based chatbots, which relied on exact word matches for FAQs. By employing the MOBI BOT AI Vector Search, Mizuho Securities aims to increase the self-service resolution rates of its customers while enhancing convenience and satisfaction in service interactions.

Background of Implementation

Mizuho Securities is focused on improving its contact center’s efficiency and overall customer experience. The company’s strategy blends human and digital capabilities to address operational challenges and create added value. With a monthly average of around 150,000 inquiries, Mizuho employs various channels, including voice bots and live chat support, to offer round-the-clock customer service.

Historically, the machine-learning-based chatbots faced limitations when it came to understanding variations in vocabulary, which often led to customers receiving unsatisfactory or unhelpful responses. As a result, operators had to intervene to maintain quality, which increased the load on the contact center and added to the costs. The most pressing challenge was to alleviate these burdens on both customers and contact center staff while ensuring high-quality, precise service.

Furthermore, contact centers in the finance sector require a high level of expertise and compliance with stringent regulations, placing significant pressure on operators. This situation creates additional challenges regarding recruitment, retention, and training of qualified personnel, further complicating operational efficiency.

To address these issues, Mizuho Securities recognized the need for a technological solution, specifically leveraging AI tools to enhance the customer experience (CX) and operator satisfaction.

Introducing MOBI BOT AI Vector Search

The newly introduced MOBI BOT AI Vector Search, developed by Mobilus, features a vector search-based design, which allows it to comprehend customer inquiries expressed in natural language, including synonyms and variations in expression. This advancement enables the chatbot to deliver accurate and contextually relevant responses from the FAQ database.

Unlike traditional chatbots, which could struggle with vague queries or terminology mismatches, the MOBI BOT effectively analyzes the intent behind user input, offering precise responses derived from the available FAQ resources. This functionality eliminates many of the frustrations associated with earlier versions, such as incomplete or off-mark answers.

Benefits for Customers and Contact Centers

The implementation of this new chatbot comes with numerous advantages, primarily improving the self-service experience for customers. Users can now easily find relevant answers by merely entering their inquiries without fearing their phrasing might not match formal FAQ entries. This ease of use significantly enhances the speed of query resolution and minimizes the likelihood of dropping inquiries or needing to contact support personnel directly.

Moreover, with this upgrade, Mizuho anticipates a reduction in the operational load of their human customer service representatives. By delegating simpler inquiries to the AI chatbot, operators can focus their efforts on more complex issues that require human expertise, ultimately improving service quality and customer satisfaction.

In addition to increasing the accuracy of the information presented, the MOBI BOT AI Vector Search reduces the operational requirements for maintaining the chatbot. Companies no longer have to continually update or manage data concerning synonyms and expressions, as the system automates these processes. This advancement results in reductions in maintenance workload and overall efficiency in chatbot management.

Looking Ahead

Mizuho Securities has set ambitious targets for the chatbot’s response accuracy, intending to boost further self-service solutions in their contact center. By balancing the efficiency offered by AI technology with the personalized touch of human service, Mizuho aims to transform the customer inquiry experience. As part of this vision, they will develop an even higher level of engagement tailored to meet the needs of each customer while optimizing operational efficiency.

Mobilus is dedicated to supporting Mizuho Securities through innovations like the MOBI BOT AI Vector Search and strengthening customer experience solutions overall. With their collaborative efforts, both companies are well-positioned to advance and refine customer interaction in the finance sector.