日本語 
PKSHA Technology Inc. is pleased to announce that in collaboration with Mizuho Bank, Ltd., the AI-IVR (Interactive Voice Response System) using the voice dialogue AI “PKSHA VoiceAgent” will be equipped with “Multi-Turn Hearing,” which conducts multiple interviews through advanced dialogue, from March 2026. This will further evolve the next-generation contact center* that Mizuho Bank began operating in 2024.
Overview of implementation: Simply state your purpose by voice and you will be directed to the appropriate point of contact. Improve customer experience with the introduction of AI-IVR
In January 2026, Mizuho Bank introduced “AI-IVR,” which utilizes AI speech recognition, at its telephone inquiry desks. This eliminates the need for traditional push-button operations after listening to guidance. Simply state your purpose over the phone in natural speech rather than standard phrases, and the AI will determine the content and automatically route your call to the most appropriate specialist.
Now, we have added “Multi-Turn Hearing,” a hearing AI that listens and converses attentively. Specifically, for ambiguous inquiries or content where the intent is difficult to grasp, the AI will repeatedly listen until the issue is understood, supporting smoother problem-solving and a smoother telephone response experience.
Also Read: IVRy Leverages AI-First Model for Japan’s Contact Centers
Background: From the introduction of an integrated solution to the next stage where AI agents play a central role
Mizuho Bank and PKSHA have been collaborating to utilize AI technology in contact centers. In 2024, they fully implemented an integrated solution including operator support and self-resolution support. However, the current contact center industry is undergoing improvements aimed at addressing the growing labor shortage while simultaneously providing immediate support 24/7/365 without keeping customers waiting. PKSHA continues to support Mizuho Bank’s vision for the future: “AI will handle basic support 24/7/365, while humans will focus on solving more complex problems.” This initiative employs “PKSHA VoiceAgent” as the voice AI platform that supports this vision, aiming to provide one-stop problem-solving and maximize customer experience.
In the future, we will expand the functionality of the generative AI so that it can understand the intent of customers’ words and solve problems through more natural interactions.
By supporting financial institutions in utilizing AI, PKSHA will provide high-quality dialogue at every point of contact, thereby creating a new form of financial services in which people and AI work together.
SOURCE: PRTimes
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