Expertise lived in veteran operators' heads, calls were just voice recordings. Now AI transcribes, classifies and summarizes every call.
A regional bank in Japan that had relied on the same legacy contact center CTI system for nearly 25 years as customer engagement shifted toward phone, smartphone and web channels.
Experienced operators delivered stable service, but their expertise lived in individual knowledge and judgment, creating risk around knowledge...
“Our previous CTI system no longer aligned with our current operations, and utilization had declined. To be honest, it had served us well for a long time, but the moment for a full refresh had clearly arrived.”
Regional bank for personal and commercial financial services.
AI-powered customer experience orchestration platform for contact centers.
Keiyo Bank's Call summaries is part of this use case:
Related implementations across industries and use cases
Manual dialers, scattered platforms, a rigid IVR. One cloud platform unified 350 agents — turning phone banking into a revenue channel.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Vague surveys hid why 360K members called. Managers now use AI to analyze every conversation, score agents, and train support chatbots.
Strict privacy rules prevented sending raw call transcripts to AI. Now, an automated system safely strips and restores sensitive data.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
2,000 engineers ran on costly commercial AI with no control over data paths. Self-hosted GLM on dedicated GPUs cut AI costs 90%.
Buyers discovered missing approval steps midway and restarted from scratch. A single intake door with real-time AI correction ended that.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Expertise lived in veteran operators' heads, calls were just voice recordings. Now AI transcribes, classifies and summarizes every call.
A regional bank in Japan that had relied on the same legacy contact center CTI system for nearly 25 years as customer engagement shifted toward phone, smartphone and web channels.
Experienced operators delivered stable service, but their expertise lived in individual knowledge and judgment, creating risk around knowledge...
“Our previous CTI system no longer aligned with our current operations, and utilization had declined. To be honest, it had served us well for a long time, but the moment for a full refresh had clearly arrived.”
Regional bank for personal and commercial financial services.
AI-powered customer experience orchestration platform for contact centers.
Keiyo Bank's Call summaries is part of this use case:
Related implementations across industries and use cases
Manual dialers, scattered platforms, a rigid IVR. One cloud platform unified 350 agents — turning phone banking into a revenue channel.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.
Vague surveys hid why 360K members called. Managers now use AI to analyze every conversation, score agents, and train support chatbots.
Strict privacy rules prevented sending raw call transcripts to AI. Now, an automated system safely strips and restores sensitive data.
Agents spent up to 6 minutes writing inconsistent notes. Now, AI instantly summarizes 55,000 weekly calls directly into the CRM.
2,000 engineers ran on costly commercial AI with no control over data paths. Self-hosted GLM on dedicated GPUs cut AI costs 90%.
Buyers discovered missing approval steps midway and restarted from scratch. A single intake door with real-time AI correction ended that.
Data siloed across five products, no shared identity. A unified ID and AI trained on slang now complete cancellations inside the chat.
Agents summarized every call by hand and memorized talk scripts. Voice-to-text and real-time screen pops cut after-call work by 80%.