#Japan #Chiba City #Chiba Bank #MOBILUS #MOBI AGENT

Chiba Bank Introduces New Live Chat Service

Chiba Bank has recently unveiled a new live chat service, 'MOBI AGENT', which is set to go live in June 2026. This initiative is in line with the bank's commitment to offering superior customer experience (CX) by bolstering its digital channels. By incorporating the 'MOBI AGENT' system, the bank has established a new live chat window on its website's contact page, providing customers with an additional path for inquiries alongside traditional methods like phone calls and in-person visits.

Background of the Implementation

In recent years, the methods consumers utilize to reach customer service have considerably diversified. Research indicates that the use of chat as a digital inquiry channel rose from 10.3% in 2022 to 14% in 2024, highlighting the growing preference for chat options among users.

Chiba Bank is dedicated to enhancing customer convenience and experience by providing swift support through digital channels. As a response to this trend, the bank evaluated Mobilus' 'MOBI AGENT' system, which allows seamless transitions from the website to live operators. They concluded that this system would significantly bolster their ability to deliver prompt service in the digital realm.

Overview of the Implementation

The newly added 'MOBI AGENT' system on Chiba Bank's website aims to assist customers who cannot resolve their issues solely through available online resources. Previously, customers had to rely on physical branch visits or phone calls for assistance. However, with the implementation of 'MOBI AGENT', customers will now have access to a live chat window, providing a convenient option that eliminates waiting times during peak phone call hours and enhances overall operational efficiency at the contact center. This new channel allows the bank to concentrate resources on assisting customers needing in-person or telephonic support.

Additionally, operators utilizing the live chat feature can leverage visual information, ensuring more accurate and thorough assistance, thereby improving customer satisfaction.

Steps for Using the Live Chat Service:

1. Navigate to Chiba Bank's website at Chiba Bank and select the 'Contact Us' option.

2. Initiate a query via the live chat.

3. Connect with an operator for real-time consultation.

Future Prospects

Looking ahead, Chiba Bank aims to further refine its digital channel support while continuing to prioritize customer convenience and experience improvement. Mobilus will enhance Chiba Bank's endeavors to personalize customer service through its CX solutions, including 'MOBI AGENT'.

About 'MOBI AGENT'

'MOBI AGENT' is a live chat system designed to provide detailed user assistance when chatbots fall short. It features various operator support functions and integrates with the 'MOBI BOT', streamlining operations efficiently. Suitable for diverse applications such as contact centers and customer service, 'MOBI AGENT' can be leveraged across various platforms. For more information, visit Mobilus.

About Chiba Bank

• - Name: Chiba Bank, Ltd.
• - CEO: Tsutomu Yonemoto
• - Location: 1-2 Chiba Port, Chuo-ku, Chiba City
• - Established: March 1943
• - Official Site: Chiba Bank Official Site

About Mobilus

Mobilus specializes in crafting branded customer experiences (CX) to enhance client value and financial performance through innovative operational support and AI-powered services. Their 'MooA' technology and suite of SaaS solutions, known as the 'Mobil Series', have now been adopted by over 500 companies. Mobilus's mission is to pioneer forward-thinking CX solutions for all businesses. More information can be found on their official site at Mobilus.

• - Name: Mobilus, Inc.
• - CEO: Tomohiro Ishii
• - Location: 2-22-9 Higashi-Gotanda, Shinagawa-ku, Tokyo
• - Established: September 2011
• - Stock code: 4370 in Tokyo Stock Exchange Growth Market.