#Japan #CX Solutions #Matsue #MOBILUS #Sanin Godo Bank

Sanin Godo Bank Integrates Mobilus Solutions into Contact Center

Sanin Godo Bank, headquartered in Matsue, Shimane Prefecture, has recently implemented an array of advanced solutions provided by Mobilus Inc., aimed at transforming its contact center operation. With the utilization of tools like the human chat service "MOBI AGENT," the operation support AI "MooA," and the visual IVR system, the bank has set the stage to significantly enhance the customer experience (CX) for its users by March 2025.

The Implementation Background

According to a survey conducted by the Ministry of Internal Affairs and Communications in 2024, over 90% of individuals aged between 13 to 69 utilize the internet for daily tasks. Given this data, Sanin Godo Bank has prioritized the need for digital transformation (DX) as part of their overarching strategy, aptly titled the "Omni-channel Project," blending physical and digital frameworks to meet customer demands.

The banking sector typically handles an extensive range of products and services, which can lead to challenges in customer navigation through vast web content. Sanin Godo Bank identified key issues in guiding its customers efficiently and responding to the growing demand for online support, particularly among younger customers. With approximately 20,000 monthly inquiries resulting in overloading call centers, it became evident that a transformation was necessary.

By focusing on enhancing the flow of customer inquiries, Sanin Godo Bank not only upgraded its systems but also reimagined the customer interaction journey, integrating AI tools for a streamlined approach. This strategic move allows the incorporation of various solutions that ensure personal information security while directing customers smoothly to the optimal service channel.

Overview of Implementation

Sanin Godo Bank deployed six core solutions from Mobilus:

• - MOBI AGENT: The core human chat service.
• - MOBI BOT: Automated chat solutions for primary inquiries.
• - MooA: AI-supported operations for internal processing.
• - Visual IVR: A visual menu that directs customer queries effectively.
• - Secure Path: Safeguarding personal data within chat interactions to meet PCI DSS compliance.
• - Secure MFA: Two-factor authentication for secure customer identification.

By integrating these services into both their website and contact center, the bank can now streamline customer guidance through visual IVR, allowing individuals to select the right inquiry channels from the onset. The introduction of a dedicated human chat line has yielded impressive results. Reports show a monthly inquiry response rate of 99% and a resolution rate of approximately 90% for email and chat sessions.

Achievements from Implementation

One of the notable success measures observed is the reduction in customer indecisiveness with inquiry pathways. The Visual IVR facilitates clearer direction, reducing misdirected calls and minimizing customer frustration. Chat functions also garner high user satisfaction; the 99% response rate and nearly 90% resolution in chat indicate that financial services through text communication offer a significant advantage, especially for clients unable to speak due to health constraints.

Leveraging chat allows for a more relaxed interaction where operators can consult colleagues while handling inquiries, creating a supportive environment that fosters motivation and enhances skills. Furthermore, the AI-powered MooA tool automates the processing of chat history, converting post-interaction record-keeping into a more efficient task, enabling operators to dedicate time to delivering higher quality service while maintaining compliance with strict information protection standards.

In support of a proactive sales strategy, the alignment of technological efficiency with comprehensive support channels transforms the contact center into a profit-generating entity. The aim is to elevate inquiries from being mere transactional encounters to opportunities for enrichment, ultimately increasing revenue flows.

Future Prospects

Sanin Godo Bank is committed to continuously enhancing its customer service quality by harnessing digital advancements. Future plans include elevating remote engagement levels to match those of in-person interactions and exploring the potential of AI-driven voice bot solutions for self-service inquiries. Mobilus remains a trusted partner in these endeavors, dedicated to enhancing the bank's digital experience and consistent incorporation of innovative technologies.

The combined efforts of Sanin Godo Bank through Mobilus’s solutions express a forward-thinking stance on bank-customer relations, where technology meets genuine service to meet customer expectations successfully.

Comments from Sanin Godo Bank

A spokesperson from Sanin Godo Bank has indicated their commitment to leveraging digital technology to solidify customer engagement. By redirecting focus from traditional phone-based inquiries to a more digital landscape supported by services like Visual IVR, they have streamlined the pathway to problem resolution, significantly improving convenience and response rates. The successful integration of chat services and AI technologies illustrates their resolve towards enhancing operational efficiency while improving customer satisfaction. Going forward, they aim to expand the scope of their services, aligned with the latest technological advancements.