#Japan #Tokyo #Ari #SBI Shinsei Bank #InnovaCall

SBI Shinsei Bank Implements InnovaCall

SBI Shinsei Bank has made a pivotal decision to integrate InnovaCall, an AI role-playing tool developed by ARI (Advanced Robotics Inc.), into its contact center operations. This decision reflects the bank's commitment to leveraging AI advancements to enhance the quality of customer interactions and elevate employee training processes.

Amid the increasing reliance on AI within the banking sector, SBI Shinsei Bank recognizes the importance of improving training quality and developing its workforce. The bank faces challenges including variability in the quality of service delivery both internally and at outsourced locations, compounded by limited personnel resources that necessitate ongoing education and evaluation.

To address these challenges, SBI Shinsei Bank has chosen InnovaCall as a means to provide immersive training experiences that closely mimic real customer interactions. The tool allows for repeated training sessions in a realistic environment, with outcomes that can be objectively assessed and visualized.

Why InnovaCall?
The decision to implement InnovaCall was fueled by several key factors highlighted during the assessment phase:

1. Flexibility: Managers can easily create and modify training scenarios without extensive programming knowledge, allowing for tailored training that aligns with current business needs.
2. Manager-led Design: Training can be designed and directed by those on the front lines, ensuring relevancy to actual operations.
3. Cost-Effectiveness: InnovaCall offers a competitive edge in both implementation and ongoing operational costs.
4. Support Infrastructure: ARI provides structured support to ensure that post-implementation, the bank can effectively leverage the tool.

The Proof of Concept (PoC) phase substantiated these advantages, confirming that AI could efficiently conduct role-playing exercises, evaluations, and provide feedback. This efficiency paves the way for training personnel to focus on key areas of improvement while enhancing overall operational effectiveness.

Comment from SBI Shinsei Bank
Takeru Tsubaki, Deputy Manager of the Contact Center at SBI Shinsei Bank, stated, "As we advance the application of AI in our contact center, we are dedicated to improving the quality of interactions to meet the individual needs of our customers while enhancing our workforce development. The InnovaCall system has been evaluated favorably for its adaptability in training design and its focus on practical skill development, leading us to finalize its adoption. Moving forward, we aim to leverage InnovaCall to further enhance service quality and reinforce our training frameworks."

Overview of InnovaCall
InnovaCall is an innovative solution designed to tackle training challenges faced by contact centers. It enables AI to simulate customer interactions by adopting various personas, providing a dynamic conversational environment for operators. Key features include:

• - Natural Conversational Role-Play: The AI mimics human-like conversations, allowing operators to experience realistic dialogues with immediate response adjustment based on their input, thus nurturing their practical skills in a pressure-like setting.
• - Streamlined Scenario Creation: Managers can create training scenarios by simply uploading operational manuals or scripts, significantly reducing administrative overhead while improving training quality.
• - Transparent Evaluation: The system's dashboard provides a centralized view of role-play activities, facilitating quantitative assessment of performance and aiding in standardizing quality across the center with automatic AI evaluations.

Service Summary of InnovaCall

• - Name: InnovaCall
• - Type: AI role-playing tool for contact centers
• - Key Features: AI voice role-play, scenario creation, AI evaluation and feedback
• - Website: InnovaCall

About SBI Shinsei Bank
SBI Shinsei Bank is renowned as a hybrid financial group combining both banking and non-banking functions. Positioned as a core enterprise within the SBI Group's financial services sector, it strives to deliver products and services that genuinely meet customer expectations.

• - Company Name: SBI Shinsei Bank
• - Location: 2-4-3 Nihonbashi Muromachi, Chuo City, Tokyo
• - CEO: Katsumi Kawashima
• - Industry: Financial Services
• - Website: SBI Shinsei Bank

About ARI
As a leader in the digital transformation landscape, ARI harnesses cloud technologies, data, and AI to facilitate impactful business transformations. Their offerings include comprehensive cloud support services and AI-driven data utilization strategies aimed at resolving client challenges.

• - Company Name: ARI Inc.
• - Established: January 2010
• - CEO: Toshinori Takeuchi
• - Market: Tokyo Stock Exchange Growth Market (Stock Code: 5578)
• - Capital: 1.4356 billion JPY (as of February 2026)
• - Employees: 599 (total group employees 801 as of February 2026)
• - Industry: DX solutions via cloud and AI utilization
• - Website: ARI