SMBC trials avatars in call center operations
Following recent news that Mizuho Bank and Sumitomo Mitsui Trust Bank have participated in an investment round totaling ¥3.7 billion by avatarin, an ANA Holdings startup, in order to collaborate on the creation of industry-specific AI services where people and AI coexist, we also note that Sumitomo Mitsui Financial Group has begun a proof-of-concept experiment using avatar customer service for a portion of its corporate call center operations.
Through this experiment, SMBC aims to verify whether the use of avatars can achieve both improved customer experience and better working conditions for employees.
Overview of the Proof-of-Concept Experiment
For telephone-based explanations of products and services to corporate customers, SMBC will use “AVACOM,” an online customer service that converts human appearance into avatars, provided by AVITA, to conduct explanations for some customers who have given their consent.
SMBC aims to improve customer service experiences through friendly avatar interactions and create an environment where employees with diverse backgrounds can demonstrate their abilities without being constrained by location or others’ perceptions.
Background and Future Prospects
In September 2023, SMBC Group signed a basic agreement with AVITA to begin exploring collaboration using AI technologies such as avatars and generative AI, and has been considering potential applications in various operations and services.
This proof-of-concept experiment is part of that initiative. Going forward, SMBC will consider further potential applications in other operations within the group and conduct joint experiments with some external companies.
Both SMBC Group and AVITA aim to promote warm digital transformation that creates new connections between people and society by utilizing avatars and AI technology, and to realize the effective utilization of human resources throughout society.
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