Bank of Yokohama Adopts 'MOBI VOICE' AI Agent Voicebot; Achieves 90% Automation Rate for Certificate Requests and Expected 445-Hour Annual Reduction

Mobilus Co., Ltd., a developer of CX solutions for contact centers, announced that the Bank of Yokohama has launched a new automated telephone service for loan-related certificate requests using the 'MOBI VOICE' AI agent-type voicebot.

The 'MOBI VOICE' AI agent utilizes generative AI to conduct natural dialogues based on the customer's speech and situation. It acts more like a human by grasping the intent behind requests and identifying specific needs through interactive probing.

Through this initiative, the bank has automated certificate request handling, which typically spikes during the year-end busy season. For certain documents like the 'Mortgage Year-end Balance Certificate,' approximately 90% of requests were completed within the voicebot without needing an operator callback. Furthermore, the bank established a 'verbal acceptance' workflow on the voicebot, replacing the traditional physical mailing process for request forms. This has drastically reduced the shipping lead time from the previous 1 week to as early as the same day.

In terms of efficiency, the bank expects an annual reduction of 445 hours (175 hours from phone response and 270 hours from mailing tasks). Moving forward, the bank aims for full automation of administrative tasks and enhanced customer convenience by integrating with FAQs and databases, and improving accessibility for the elderly.

The background of this adoption is the severe labor shortage in Japan and the increasing difficulty of hiring and training specialized contact center staff. The system addresses the challenge of 'overflow calls' during peak seasons and the heavy administrative burden of postal procedures.