#Japan #Tokyo #Customer Experience #SBI Insurance #AI voice bot

Innovative AI Voice Bot Transforming Customer Service

In a bid to improve customer interactions, Mobilus Co., Ltd. has announced the launch of its groundbreaking feature, the AI agent-based voice bot. This innovation leverages artificial intelligence to facilitate natural and engaging conversations, mimicking human interactions for a more personalized experience. By adapting to the customer's speaking style and circumstances, the voice bot can request necessary information while ensuring the conversation flows smoothly, even when dealing with vague inquiries. This technology aims to address the challenges faced by the senior demographic, which often prefers more nuanced and patient interactions when seeking assistance.

Alongside this launch, SBI Ikikik Short-Term Insurance Co., Ltd., located in Minato, Tokyo, has confirmed their implementation of this innovative service. Starting from August 28, 2025, customers can utilize this AI feature at the dedicated automatic response line for their inquiries. With the new AI voice bot, SBI aims to enhance customer satisfaction by providing adaptable and responsive service, which is crucial for their senior clientele who may encounter difficulties using traditional digital interfaces.

According to a report from the Ministry of Internal Affairs and Communications, the internet usage among the elderly is alarmingly low, with only about 30% of people in their 80s utilizing it. As a result, there is a pressing need for companies like SBI to provide multiple modes of contact, including phone and web options, to cater to a diverse range of customers. The AI voice bot is designed to fill this gap, thereby improving the overall customer experience.

Results from Testing Phase

Prior to the official rollout, SBI Ikikik Short-Term Insurance and Mobilus conducted a month-long proof of concept (POC) starting in June 2025. The results were impressive, revealing a 70% completion rate for tasks handled by the voice bot. This high level of efficiency reduced the need for follow-up calls by over 60%, indicating that the AI's natural confirmation prompts were effectively addressing customer inquiries in real time.

The voice bot's performance would come as a relief to many customers who may find themselves struggling with automated systems that do not account for pauses or slower speech patterns typically associated with older users. Such frustrations often lead to dropped calls and increased operational burdens for companies, compounding existing issues in the contact center landscape, which already faces challenges like escalating recruitment costs and high turnover rates.

Features of the AI Agent-Based Voice Bot

The AI agent-based voice bot employs cutting-edge generative AI to foster genuine, human-like interactions. It offers the following major benefits:

1. Natural Dialogue: Unlike traditional script-based bots, this AI understands and responds in a conversational tone, adapting to individual customer needs by considering their responses and speech patterns.
2. Flexibility with Ambiguity: The bot can handle vague or unclear questions effectively, allowing it to dig deeper into customer inquiries and accurately capture the necessary details without leading customers to frustration.
3. Streamlined Information Gathering: By comprehensively gathering multiple pieces of information within a single conversation, the AI reduces the likelihood of missed steps in client queries and expedites the overall process.

This capability ensures that both the customer and operator experience a smoother transaction process, minimizing the operational burden caused by multiple unnecessary follow-ups and calls.

Initial Impressions and Future Outlook

The initial feedback from SBI Ikikik Short-Term Insurance has been overwhelmingly positive. Yuuji Saida, the CEO, remarked on the significance of implementing a voice bot capable of engaging in natural dialogues, especially since their primary clientele comprises senior customers. He expressed optimism regarding the bot's ability to provide a seamless customer experience while simultaneously boosting operational efficiency.

Looking ahead, SBI Ikikik Short-Term Insurance plans to expand their customer engagement channels further, incorporating platforms like LINE for enhanced accessibility. With AI technology leading this charge, the goal is to evolve customer interaction while ensuring that each client's unique needs are met comprehensively.

Conclusion

The development of the AI agent-based voice bot by Mobilus marks a significant advancement in customer service technology. By facilitating deeper connections between businesses and consumers, especially older adults, this innovation not only elevates the standard for customer service but also contributes to the broader conversation about digital equity in an increasingly automated world.