renue's Yamamoto appears on business video media 'PIVOT'! Unveiling a co-creation case with Minkabu The Infonoid that solved call center issues in the financial and securities industry using AI
AI startup renue and Minkabu The Infonoid have co-developed an AI training system to solve call center challenges in the securities industry. This addresses labor shortages caused by the surge in NISA accounts.
📋 Article Processing Timeline
- 📰 Published: April 11, 2026 at 01:10
- 🔍 Collected: April 11, 2026 at 00:21
- 🤖 AI Analyzed: April 20, 2026 at 05:34 (221h 13m after Collected)
In this video, we introduce a training system where multiple AIs share roles to train staff, addressing the challenges faced by call centers in the financial and securities industry. Together with our co-creation partner Minkabu The Infonoid Co., Ltd. (hereinafter Minkabu The Infonoid), we will convey everything from the background of the system's development to its implementation effects and future prospects.
Challenges of call centers faced by the financial industry
In the financial industry, business transformation has become an urgent task due to the acceleration of digitalization and the diversification of customer needs. Since the start of the new NISA system, call centers have faced challenges on an unprecedented scale.
NISA accounts have reached approximately 27 million, increasing by about 3 million in just one year. With the rapid increase in the number of accounts, the number of inquiries to call centers is surging. The tasks to be handled are diverse, including inquiries about account opening procedures, explanations of trading methods, and system operation support. As the volume of work rapidly expands along with the increase in the number of accounts, how to efficiently maintain service quality has become a challenge for the entire securities industry. This background makes DX across the securities industry an urgent task.
The challenges are expected to become even more serious in the future. US stock trading is scheduled to be available 24 hours (23 hours) by the end of fiscal 2026, which will significantly expand the operating hours of call centers. It will be necessary to establish a night-time response system and review shift management. Inquiries about operation instructions are also increasing due to the sophistication of security, including multi-factor authentication. Response channels have diversified into phone, email, and chat, and the complexity of operations is only increasing.
Under these circumstances, the frontlines of call centers are in a serious situation. The securities industry is strictly regulated, making it difficult for anyone other than skilled staff to handle inquiries. However, these skilled workers are engaged in daily operations and cannot secure enough time for education, creating a vicious cycle in which the training of new employees does not progress. Although the financial industry has a high ratio of IT investment, call center operations are complex and difficult to automate. Stock investment product selection is complex, making it an area that is difficult to simplify like e-commerce. As technology advances, misuse will also increase, and complex tasks such as troubleshooting will continue to remain with humans. These challenges are common to the entire financial industry, including banks and insurance, not just the securities industry. Balancing the sophistication of customer touchpoints with operational efficiency has become an unavoidable theme for financial institutions.
Co-creation between renue and Minkabu The Infonoid
To address these challenges, renue and Minkabu The Infonoid are working on solutions through co-creation. As an IT solution vendor for the securities industry, Minkabu The Infonoid provides services to about 200 financial institutions and partially undertakes the call center operations of securities companies. They are well aware of what kind of inquiries occur daily at the frontlines of financial institutions and what kind of response flow is required.
By multiplying renue's AI technology and Minkabu The Infonoid's financial business knowledge, we have built a solution that achieves operational efficiency on the frontlines while meeting the quality standards required by financial institutions. In developing AI solutions for financial institutions, compliance with industry-specific regulations and risk management is essential. This challenge is solved by a co-creation model that leverages the strengths of both companies.
Implementation speed and introduction process
The details of this project are...
Challenges of call centers faced by the financial industry
In the financial industry, business transformation has become an urgent task due to the acceleration of digitalization and the diversification of customer needs. Since the start of the new NISA system, call centers have faced challenges on an unprecedented scale.
NISA accounts have reached approximately 27 million, increasing by about 3 million in just one year. With the rapid increase in the number of accounts, the number of inquiries to call centers is surging. The tasks to be handled are diverse, including inquiries about account opening procedures, explanations of trading methods, and system operation support. As the volume of work rapidly expands along with the increase in the number of accounts, how to efficiently maintain service quality has become a challenge for the entire securities industry. This background makes DX across the securities industry an urgent task.
The challenges are expected to become even more serious in the future. US stock trading is scheduled to be available 24 hours (23 hours) by the end of fiscal 2026, which will significantly expand the operating hours of call centers. It will be necessary to establish a night-time response system and review shift management. Inquiries about operation instructions are also increasing due to the sophistication of security, including multi-factor authentication. Response channels have diversified into phone, email, and chat, and the complexity of operations is only increasing.
Under these circumstances, the frontlines of call centers are in a serious situation. The securities industry is strictly regulated, making it difficult for anyone other than skilled staff to handle inquiries. However, these skilled workers are engaged in daily operations and cannot secure enough time for education, creating a vicious cycle in which the training of new employees does not progress. Although the financial industry has a high ratio of IT investment, call center operations are complex and difficult to automate. Stock investment product selection is complex, making it an area that is difficult to simplify like e-commerce. As technology advances, misuse will also increase, and complex tasks such as troubleshooting will continue to remain with humans. These challenges are common to the entire financial industry, including banks and insurance, not just the securities industry. Balancing the sophistication of customer touchpoints with operational efficiency has become an unavoidable theme for financial institutions.
Co-creation between renue and Minkabu The Infonoid
To address these challenges, renue and Minkabu The Infonoid are working on solutions through co-creation. As an IT solution vendor for the securities industry, Minkabu The Infonoid provides services to about 200 financial institutions and partially undertakes the call center operations of securities companies. They are well aware of what kind of inquiries occur daily at the frontlines of financial institutions and what kind of response flow is required.
By multiplying renue's AI technology and Minkabu The Infonoid's financial business knowledge, we have built a solution that achieves operational efficiency on the frontlines while meeting the quality standards required by financial institutions. In developing AI solutions for financial institutions, compliance with industry-specific regulations and risk management is essential. This challenge is solved by a co-creation model that leverages the strengths of both companies.
Implementation speed and introduction process
The details of this project are...