Tochigi Bank Adopts AI Role-Playing 'SmartSkill Talk': Transforming Sales Staff Anxiety into Confidence

Revic Global has published a case study highlighting the adoption of its AI role-playing tool, 'SmartSkill Talk,' by Tochigi Bank. For Tochigi Bank, the pressure on young sales staff to immediately implement what they had learned in the field was creating significant anxiety, posing challenges to training efficiency and staff retention. 'SmartSkill Talk' was introduced as an interactive training solution where an AI acts as a customer, allowing staff to practice repeatedly 24/7.

Three key benefits of the implementation were highlighted. First, the environment provides psychological safety, as staff know they can fail without negative consequences when dealing with an AI, encouraging repeated trial and error. Second, objective feedback from the AI has refined their sales pitches, directly leading to success in securing new appointments. Third, the AI has replaced the need for human instructors to conduct one-on-one role-plays, ensuring uniform feedback across all staff and dramatically improving training efficiency.

The tool was selected based on its future potential to integrate with Revic Global's 'SmartSkill Campus' LMS, its 'quality of conversation' and usability that allows staff to focus immediately, and its excellent cost-effectiveness for large-scale deployment. A representative from the Personnel Department at Tochigi Bank noted that staff are transforming knowledge into 'usable skills' through repeated AI training, and positive feedback has been reported from frontline staff, who appreciate the ability to calmly address their weaknesses. This initiative represents a significant step in moving away from individual-dependent skill transfer and improving overall organizational performance.