Launch of a Project using Artificial Intelligence (AI) to Improve Customer Satisfaction
24 Maggio 2017 - 3:00PM
Sumitomo Mitsui Financial Group, Inc. (SMFG) (President and Group
Chief Executive Officer: Takeshi Kunibe) and SMBC Nikko Securities
Inc. (President & CEO: Yoshihiko Shimizu) have assessed and
verified the effectiveness of KIBIT1, an artificial intelligence
(AI) engine independently developed by FRONTEO, Inc.2 (NASDAQ:FTEO)
(TSE:2158) (Chief Executive Officer and Chairman of the Board:
Masahiro Morimoto), in analyzing data to improve customer
satisfaction. Based on this result, SMBC Nikko Securities will
adopt KIBIT*1 in its efforts to improve its customer services and
to achieve company-wide work-style reform through the streamlining
of business processes.
SMBC Nikko Securities has extensively examined
how it can use artificial intelligence in order to offer services
beneficial to customers. In January 2017, the company started
assessing the use of KIBIT in various fields. Through a proof of
concept (POC) using actual data, its effectiveness was
verified.
More specifically, among responses of call
center operators that were recorded in the record of inquiries from
customers, those that resulted in improved customer satisfaction,
which operators were not aware of or did not report, were
identified with a high degree of accuracy. We are planning to start
assessing the effectiveness of KIBIT in extracting and classifying
complaints and dissatisfactions that operators fail to notice or
that are hidden and difficult to identify superficially.
Key features and advantages of KIBIT include
that it only needs a small amount of data to learn and takes only a
short time to make an assessment. The objective of our project is
for KIBIT to learn tacit knowledge accumulated at SMBC Nikko
Securities to identify and share issues and knowledge that should
be learned and addressed in order for us to become a strong,
powerful company that is immune to effects of the external
environment. KIBIT can also quickly organize a vast amount of
records and identify the information we need, which is highly
likely to help improve employee productivity. It is therefore
expected to contribute to our efforts for work-style reform.
SMBC Nikko Securities will expand the use of
KIBIT throughout the company in order to not only improve customer
services but also to achieve the goals of work-style reform.
FRONTEO will continue offering support to facilitate the full-scale
adoption of KIBIT in business operations.
All SMFG Group companies will make effective use
of cutting-edge digital technology in various use settings in our
continuing efforts to improve services we offer to customers.
*1 KIBIT is an artificial intelligence engine
originated in Japan. It was independently developed by FRONTEO by
combining Landscaping, an AI-related technology, and behavior
informatics. The name “KIBIT” was coined by combining “kibi,” a
Japanese word meaning subtlety, and “bit,” the smallest unit of
digital information, to mean artificial intelligence that
understands human subtleties. It can reproduce the way humans make
judgments and select information by understanding the meaning of a
sentence within a text and learning human tacit knowledge and
sensitivities.
*2 FRONTEO is a data analysis company supporting big data and
other information analysis using KIBIT, its independently developed
artificial intelligence engine. The company was established in
August 2003 as a company that supports eDiscovery (electronic
evidence disclosure), a procedure for preserving, investigating and
analyzing evidence materials for the purpose of using them in
international litigation, and computer forensic investigations.
Listed on the Tokyo Stock Exchange Mothers section and the
NASDAQ.URL: http://www.fronteo.com/global/.
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CONTACT: FRONTEO Global PR
global_pr@fronteo.com
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