JapanFinance and insurance2024 – ongoingSumitomo Mitsui Card
AI drafts for contact-centre email and chat replies
Sumitomo Mitsui Card raised useful AI reply drafts from 46% to 85% after incorporating operator feedback
Problem
Contact-centre operators needed to prepare answers using internal information. Early AI drafts were often judged unhelpful.
Approach
Sumitomo Mitsui Card worked with ELYZA on a system that retrieved internal information to generate reply drafts. Email use began in late June 2024, followed by chat in December. The company collected problems identified by operators and improved the retrieval data.
Results
Takeaway
The usefulness measure reflected operator judgments about drafts. It did not measure independently verified answer accuracy.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
IT Leaders reported the email and chat rollout following an ELYZA announcement. It attributed the improvement in useful drafts to Sumitomo Mitsui Card and described how operator feedback informed changes.
Full details are in the original sources.
