#Japan #Tokyo #AI Transformation #Call Center #SBI Life

SBI Life's Innovative Step in AI Transformation

SBI Life Insurance Co., Ltd., headquartered in Minato, Tokyo, under the leadership of President Hidenori Shinohara, has made a significant advancement in the realm of AI transformation (AX). Starting June 25, 2026, the company will roll out an in-house developed system aimed at completely automating after-call work (ACW) in its call centers.

The Need for Change

In recent years, many call centers have faced common challenges such as declining workforce populations and the growing diversity of customer needs. Specifically, the after-call work—where operators enter call histories and summaries—has become a major burden on employees. This has not only led to inconsistencies in service quality, but also extended waiting times for customers. Recognizing these challenges, SBI Life set out to reinvent its operations by eliminating these cumbersome processes altogether.

Innovative Solutions with AI

This forward-thinking initiative leverages cutting-edge generative AI technology to develop a system in an impressive span of just five months. The model pivots from previous methods where “humans handle and record” to a more revolutionary approach where “AI processes and humans can focus on creating customer value.” The goal is to create a next-generation call center that maximizes efficiency while enhancing customer interactions.

Key Transformational Points:

• - Complete ACW Automation: Achieving zero after-call processing.
• - Significant Time Savings: Anticipating an annual reduction of 5,000 hours of operations, leading to unprecedented productivity gains.
• - Redesigning Business Processes: Establishing an AI-native operational model that embeds AI into the workflow.
• - Rapid Implementation: Developed internally in a swift five-month timeframe.

System Overview

The foundation of this groundbreaking system utilizes Claude Sonnet 4.6, a sophisticated large language model provided by Anthropic, run on Amazon Bedrock. This model facilitates the analysis, summarization, documentation, and input processing of call content all in one seamless flow. Additionally, the robust infrastructure is supported by Amazon Web Services (AWS), recognized globally for its comprehensive capabilities and widespread adoption, providing excellent scalability and security.

The Impact of This Transformation

This initiative goes beyond just operational efficiency. The following transformations are anticipated:

• - Transitioning operator roles from mere data entry to engaging in high-value customer support.
• - Achieving standardized and enhanced service quality simultaneously.
• - Improving the scalability of call center operations.
• - Optimizing human resource deployment while promoting progressive work environments.

Future Perspectives

Looking ahead, SBI Life plans to expand the use of AI within its call centers and extend the benefits of AX throughout its insurance operations. By continuously driving transformation through AI initiatives, the company aims to further enhance customer experiences while bolstering competitive advantages in the market.

For further inquiries regarding this project, please contact:
SBI Life Insurance Co., Ltd. Public Relations Department
E-mail: [email protected]

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