SBI Shinsei Bank Decides to Implement AI Role-Playing Tool "InnovaCall"

ARI (AR Advanced Technologies Inc.) (Headquarters: Shibuya-ku, Tokyo; President and CEO: Toshiyori Takeuchi; hereinafter referred to as ARI) announces that its AI role-playing tool for contact centers, "InnovaCall," has been decided for implementation by SBI Shinsei Bank (Headquarters: Chuo-ku, Tokyo; President and CEO: Katsuya Kawashima; hereinafter referred to as SBI Shinsei Bank).

SBI Shinsei Bank considers improving response quality and advancing human resource development in its contact centers as important themes, driven by the progress in AI utilization. However, challenges included variations in response quality across its own operations and those of its outsourcing partners, as well as the need for continuous education and evaluation within a limited staffing structure.

To address these challenges, InnovaCall was considered as a system that allows for repeated training in an environment close to actual customer interactions, with objective evaluation and visualization of the results. During the evaluation, emphasis was placed on the assessment by contact center field managers, and the decision to implement was made based on the high evaluation of the following points:

Flexibility allowing managers to easily create and modify scenarios.

Ability to design training tailored to business content at the field level.

Advantages in terms of implementation and operational costs.

ARI's supportive partnership system, looking ahead to post-implementation utilization.

Furthermore, in the PoC (Proof of Concept), it was confirmed that by having AI handle the execution, evaluation, and feedback of role-playing, the efficiency of traditional coaching processes and the feasibility of operations where educators can focus on intensive guidance could be achieved.

ARI will continue to support human resource development and response quality improvement in contact centers through InnovaCall. In an era where AI and humans collaborate, we aim to support the development of advanced communication skills required of people and contribute to the enhancement of customer experience value.

Comment from Mr. Chikara Tsubaki, Deputy Manager, Contact Center, Channel Service Department, SBI Shinsei Bank

At SBI Shinsei Bank, as we advance AI utilization in our contact centers, we are working to improve response quality that is attentive to each customer and to enhance human resource development.

Through the PoC, we verified InnovaCall and decided to implement it, recognizing its ability to flexibly design training content at the field level and enable practical skill development.

Going forward, we aim to further improve response quality and strengthen our training system through the utilization of InnovaCall.

About InnovaCall

InnovaCall is an AI role-playing tool that addresses the training challenges of contact centers. The AI acts as the customer, engaging in natural conversations based on the operator's utterances, providing a training environment close to actual customer interactions.

Key features include AI voice role-playing, scenario setting combining talk themes and personas, real-time transcription, automatic AI evaluation and feedback, review using conversation logs, user management, and team/branch management.

Three Features

1 Natural conversation as if talking to a human, directly applicable to practice.

The AI plays the role of the customer, interacting at a speed, pace, and tone similar to human conversation. The conversation unfolds flexibly in response to the operator's replies, allowing for a different, realistic interaction each time. Operators can repeatedly hone their practical skills in a tense, real-world-like environment.

2 Scenario creation is as simple as "just load it." Minimizes manager workload.

Scenarios can be created by simply loading business manuals and talk scripts and inputting necessary items. Diverse practice patterns can be easily generated by combining them with customer personas. This reduces the burden of scenario creation, enhancing the quantity and quality of training.

3 Visualizes training progress on the management screen. Standardizes quality through objective evaluation.

Role-playing progress is centrally managed on a dashboard, allowing for quantitative grasp of issues. Automatic AI evaluation eliminates subjective guidance, achieving standardization of response quality across the entire center.

InnovaCall Service Overview

Name: InnovaCall

Type: AI role-playing tool for contact centers

Main Functions: AI voice role-playing, scenario creation, AI evaluation/feedback, etc.

URL: https://ari-jp.com/lp/innovacall/

About SBI Shinsei Bank

The SBI Shinsei Bank Group is a hybrid, comprehensive financial group combining banking and non-banking functions. As a core company in the SBI Group's financial services business, we provide products and services that customers truly need.

Company Name: SBI Shinsei Bank, Limited

Location: 2-4-3 Nihonbashi Muromachi, Chuo-ku, Tokyo, Nihonbashi Muromachi Nomura Building

Representative: Katsuya Kawashima, President and Representative Director

Industry: Finance and Insurance

URL: https://www.sbishinseibank.co.jp/

About ARI

ARI is a DX company that leads social transformation as a business transformation designer through cloud technology and data/AI utilization. As a "BX designer," we provide services to solve customer challenges, including digital shift, cloud shift, and data/AI utilization support for DX, to realize our customers' creative business goals.

As service brands that realize BX, we offer "cnaris," a comprehensive cloud utilization support service that provides everything from support for cloud technology implementation and optimization to construction and operation, and "dataris," a data/AI utilization support service that provides everything from theme formulation through data-driven approaches to data collection, visualization, analysis, and AI implementation.

Company Name: AR Advanced Technologies Inc. (Abbreviation: ARI)

Established: January 2010

Representative: Toshiyori Takeuchi, President and Representative Director

Stock Exchange: Tokyo Stock Exchange Growth Market (Securities Code: 5578)

Capital: 143.56 million yen (as of the end of February 2026)

Number of Employees: 599 employees; 801 group employees (as of the end of February 2026)

Business Description: DX solutions business utilizing cloud technology and data/AI

URL: https://ari-jp.com

Inquiries regarding this matter:

AR Advanced Technologies Inc. (Abbreviation: ARI)

InnovaCall Department

Phone: 03-6450-6080

Mail: innovacall-sm@ari-jp.com https://ari-jp.com/lp/innovacall/