JapanFinance and insurance2015–2021Mizuho Bank
Pepper robots for branch customer service
Mizuho Bank ended its Pepper rentals after deploying robots in branches
Problem
Mizuho wanted to introduce a new form of customer interaction in its branches.
Approach
The bank introduced SoftBank Robotics' Pepper in 2015 as a branch concierge. The robots provided financial information and customer guidance. By July 2021, a bank representative said the rental contracts had ended.
Results
No published figures
Takeaway
Staff at the Yaesuguchi branch said customers rarely used Pepper before it was returned.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Robotics and automationConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Diamond reported that Mizuho had ended its Pepper rental contracts. During a branch visit, staff said the robot had attracted little use and had been returned.
Mizuho announced Pepper's introduction as a concierge in operating branches. It described customer-facing financial information and guidance services.
Full details are in the original sources.
