JapanFinance and insurance2025 – ongoingSBI Shinsei Bank
Generative AI search and summarization of internal rules
SBI Shinsei Bank deployed generative AI to search internal rules during customer service
Problem
Retail service employees needed to consult internal rules and operating manuals while responding to customers. Finding and checking those documents took time.
Approach
The bank introduced a companywide generative AI system focused on internal-document search and summarization. Initial use centered on retail customer interactions, with access also available for other internal inquiries.
Results
Takeaway
Employees still consulted original rules and manuals when necessary. The reported document-checking time reduction was an expectation rather than a measured result.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Internal work and knowledge managementCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
The bank confirmed deployment for internal-document search, particularly during retail customer service. It forecast more than 70% less document-checking time and said direct consultation of original documents continued.
Full details are in the original sources.