#Japan #Generative AI #Tokyo #Sony Group #Sony Bank

New AI-driven Customer Inquiry Application

In a significant collaboration, Sony Bank has partnered with Sony Group and Sony Financial Group to unveil a state-of-the-art generative AI application designed to streamline customer inquiry operations. This innovative solution marks a pivotal advancement in enhancing the efficiency and accuracy of how inquiries are handled.

Background of the Initiative

Sony Bank embarked on a mission to elevate its customer service capability and operational efficiency. By conducting practical assessments of generative AI technologies developed by Sony Group, the bank has been laying the groundwork for commercializing a new application. This initiative involved close collaboration among Sony Bank, Sony Group, and Sony Financial Group, culminating in the development of this cutting-edge app.

Overview of the Generative AI Application

The newly launched application is engineered to process thousands of daily inquiries received through customer centers and loan-specific lines. Remarkably, it can summarize each inquiry in under a second, facilitating swift and accurate documentation of customer interactions. This technological advancement ensures more precise and objective recordings of inquiries, significantly improving the quality of customer service.

Key Features of the Application

The application harnesses the power of a large language model (LLM), specifically tailored for the financial sector. By selecting the most appropriate LLM for various inquiry types, it optimizes input queries designed for the AI, resulting in high-precision summarizations.
Moreover, it allows integration of specialized terminology and unique service names from Sony Bank into AI-generated queries, enabling real-time updates with the latest information. This feature mitigates the phenomenon known as AI hallucination, where AI generates plausible but incorrect information, ensuring that customers receive accurate data.

In addition to its summarization capabilities, the application features an automated classification system for inquiries. By analyzing the nature of customer inquiries, Sony Bank aims to leverage these insights to enhance product offerings and service delivery tailored to customer feedback.

Commitment to Innovation

As part of its commitment to technological advancement, Sony Bank is dedicated to further strengthening its collaboration with Sony Group. By continuously leveraging sophisticated AI technologies, the bank aims to deliver high-quality services to its customers, ensuring a seamless and efficient banking experience.

In conclusion, this new AI application represents a significant step forward in transforming customer service operations within the banking industry, setting a new standard for efficiency and accuracy in handling customer inquiries.