#Japan #Tokyo #SBI Ikigai #MOBI BOT #Senior Insurance

Mobilus and SBI Collaboration for Enhanced Senior Insurance Services

Mobilus Inc., based in Minato-ku, Tokyo, specializes in developing customer experience solutions for contact centers. Recently, they have partnered with SBI Ikigai Small Amount Short-Term Insurance Co., also based in Minato-ku, Tokyo, to upgrade the company's official LINE account as part of its 'Senior Support Project.' This upgrade will introduce the chat bot 'MOBI BOT' on August 1, 2025, enabling policyholders to verify contract details, change their address, modify payment methods, and submit claims electronically.

With the recent enhancements, the LINE account for SBI Ikigai Small Amount Short-Term Insurance will allow customers meeting certain criteria to submit necessary documents via smartphone photos. This ease of use is particularly beneficial for the senior population, many of whom are SBI's policyholders, and is expected to significantly improve usability compared to traditional mail procedures. Furthermore, this transition to digital processes will reduce operating costs and improve the efficiency of the contact center operations.

Background of the Upgrade

SBI Ikigai Small Amount Short-Term Insurance offers targeted insurance products tailored to meet the needs of seniors, including life insurance, medical insurance, and nursing care insurance. They initiated the 'Senior Support Project' in 2024 to provide a more accessible and straightforward way for customers to manage their insurance processes. Previously, many of these transactions were handled through mail, which could be cumbersome for customers. The decision to revamp the official LINE account and introduce this new service was aimed at reducing the workload for policyholders and making procedures more convenient. The introduction of this service also aims to lower costs associated with mailing and streamline contact center management.

Overview of the Service

This new service utilizes the MOBI BOT, allowing SBI Ikigai's LINE account to automate the submission of various claims and processing requests. Customers can easily navigate through these processes on their smartphones by following prompts provided by the chat bot. This significantly automates the entire process, enhancing convenience for customers and allowing SBI Ikigai to alleviate manual workloads, consequently reducing the number of inquiries handled by their contact center.

Additionally, the system provides easy access to essential information and services via phone inquiries at the contact center, further enhancing overall user convenience. The move from traditional mail to a fully digital system is expected to ease the workload, cut costs, and increase the efficiency of contact center operations.

Flow of Service Usage

1. Customers select their desired procedure from the menu on the official LINE account.
2. Users follow the chat bot's instructions to enter necessary information such as their policy number and identification.
3. They can photograph and submit required documents using their smartphones to complete the process.

In the future, Mobilus will continue to leverage its CX solutions like MOBI BOT to support SBI Ikigai's initiatives under the 'Senior Support Project' and strive to enhance customer experiences even further.

About MOBI BOT

MOBI BOT, complemented by a human chat service called 'MOBI AGENT,' enables LINE users to automate their claims and other procedures. It allows for seamless escalation to human agents when needed, significantly enhancing customer convenience and engagement. Managing chat bot scenarios consistently across both Web and LINE reduces operational and management costs dramatically.

[Note: Use of the MOBI BOT requires a contract with MOBI AGENT.]

About SBI Ikigai Small Amount Short-Term Insurance Co.

SBI Ikigai Small Amount Short-Term Insurance is part of the publicly traded SBI Insurance Group. They pride themselves on developing simple and affordable insurance products that cater to customer needs. Their offerings, including life, medical, and nursing care insurance, are especially favored among older adults, providing reassurance and support to help them lead a fulfilling life.

Company Name: SBI Ikigai Small Amount Short-Term Insurance Co.
CEO: Yuji Saito
Location: Roppongi, Minato-ku, Tokyo, 1-6-1
Established: July 3, 2007
Business Description: Small amount short-term insurance business
Official Website: SBI Ikigai

About Mobilus Inc.

Mobilus is dedicated to enhancing customer experience (CX) branding design that anticipates and addresses client challenges, ensuring increased corporate value and revenue. They develop solutions that utilize new technology, such as the operation support AI service 'MooA' and CX solutions including human chat services and voice bots, under the 'Mobilis Series.' With over 500 corporate implementations, they have secured the number one market share in the chat bot sector for seven consecutive years. Mobilus aims to elevate CX across all businesses under its mission: 'Taking CX one step ahead for every business.' They operate the 'CX-Branding Tech. Lab,' focused on research and development through various initiatives.

Company Name: Mobilus Inc.
CEO: Tomohiro Ishii
Location: Hamamatsu-cho Building 15th floor, 1-1, Shibaura, Minato-ku, Tokyo
Established: September 2011
Stock Market: Tokyo Stock Exchange Growth (Stock Code: 4370)
Business Description: Providing SaaS products for contact center CX solutions
Official Website: Mobilus