BeWith Announces Seinan Shinkin Bank Case Study: AI and BPO Integration Handles 4x Surge in Customer Inquiries

BeWith Co., Ltd. (Headquarters: Shinjuku-ku, Tokyo; Representative Director: Kenji Iijima; Tokyo Stock Exchange Prime Market: Securities Code 9216; hereinafter 'BeWith') announces the publication of a case study interview on the implementation of its AI chatbot 'Tetory' and contact center operational support for Seinan Shinkin Bank (Headquarters: Shinagawa-ku, Tokyo; hereinafter 'Seinan Shinkin').

Operating branches across Tokyo and Kanagawa Prefecture, Seinan Shinkin is rooted in the principle of being a 'credit union that lives together with the local community,' providing financial services to individual and corporate customers in the region. Guided by the philosophy of 'fusing tradition with innovation,' the institution actively advances service and channel evolution in response to changing times, promoting enhanced customer engagement through digital transformation.

■ Background

As financial institutions see growing use of smartphone apps and diversification of customer service channels, Seinan Shinkin has been strengthening its customer support infrastructure in anticipation of rising inquiry volumes. However, their previously used chatbot often failed to guide customers to the correct answers, and the operational burden of creating, updating, and reviewing FAQs posed a significant challenge.

■ Key Points

Leveraging insights accumulated through nearly three years of contact center operations, BeWith delivered the implementation of Tetory—powered by generative AI—alongside FAQ design and operational improvements, fully integrated with BPO services. By clearly defining the roles of AI and human agents, BeWith achieved both improved service quality and enhanced response capacity as a field-driven customer engagement DX initiative.

■ Implementation Results

Even during periods when inquiry volumes surged to approximately four times the normal level, chat-based responses increased by over two times compared to regular periods, helping alleviate concentrated phone inquiries. With Tetory handling first-line responses, customer self-resolution improved, resulting in an approximately 35% reduction in human agent working hours.

BeWith will continue to combine AI technology with contact center operational expertise to support the advancement of customer engagement between businesses and consumers.

Interview with Seinan Shinkin Bank:

https://www.bewith.net/case/interview/interview29.html

Seinan Shinkin Bank Company Overview

Name: Seinan Shinkin Bank

Headquarters: 7-2-3 Nishigotanda, Shinagawa-ku, Tokyo

Established: August 1945

Chairman: Minoru Hayashi

＜Reference＞ BeWith Co., Ltd. Company Overview

BeWith leverages over 25 years of contact center operation experience to deliver optimal services. Based on proprietary AI-powered systems like the cloud PBX 'Omnia LINK' and extensive operational expertise, the company provides concrete, practical solutions beyond strategic proposals. From consulting services that support corporate DX initiatives to system implementation and operational management, BeWith delivers on-the-ground support.

Backed by proven experience, deep insights, and high expertise, BeWith continues to co-create value with clients and contribute to society.

※PBX (Private Branch eXchange): Telephone exchange system

Company Name: BeWith Co., Ltd.

Headquarters: 32F, Shinjuku Park Tower, 3-7-1 Nishishinjuku, Shinjuku-ku, Tokyo

Established: May 12, 2000

Representative: Representative Director Kenji Iijima

Business: Provision of contact center and BPO services using proprietary digital technologies such as the cloud-based PBX 'Omnia LINK,' along with development and sales of various AI and DX solutions

URL: https://www.bewith.net/