JapanFinance and insurance2025 – ongoingSan-in Godo Bank
Live chat, chatbot and generative AI operator support in the contact center
San-in Godo Bank's staffed chat answered 99% of requests after it added six Mobilus tools, Mobilus says
Problem
The bank's contact center took its inquiries mainly by phone. The bank wanted to steer callers to chat and the web and free staff time for sales work.
Approach
The bank introduced six Mobilus products on its website and in the contact center. They include staffed live chat, a chatbot, a visual IVR and MooA, a generative AI tool that summarizes and classifies chat histories to cut operators' after-call work. The tools have run since March 2025.
Results
Takeaway
The published results describe the live chat as a whole. The announcement did not give a separate figure for the generative AI summaries.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Mobilus announced that San-in Godo Bank runs six of its tools in the contact center, in operation since March 2025. Staffed chat handles about 500 inquiries a month with a 99% response rate and about 90% problem resolution. MooA summarizes chat records to reduce after-call work, and the bank aims to turn the contact center into a profit center.
Full details are in the original sources.