English 
PKSHA Technology Inc. has announced a new partnership with Resona Bank, Ltd. to fully implement PKSHA Speech Insight, an AI-driven conversational intelligence solution, across the bank’s sales operations.
This strategic deployment is part of Resona Bank’s broader initiative to strengthen the efficiency and quality of its contact center activities, particularly in the area of inside sales. The bank faced two main challenges. First, operators spent too much time on after-call work. This cut into their ability to make more customer calls. Second, appointment conversion rates varied a lot based on how operators used their skills. These differences made it hard to spread best practices. They also made it tough to copy the success of our best staff throughout the organization.
Resona Bank plans to solve both challenges by using PKSHA Speech Insight. The solution uses AI to transcribe conversations automatically. This cuts down on after-call paperwork. As a result, operators can handle more calls each day. The system uses large-scale language models (LLMs) to check how good customer interactions are. This analysis reveals effective conversation trends and techniques for securing appointments. It also visualizes these insights for the whole team to learn and apply.
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This method helps りそな銀行 change individual performance into team strength. It builds a steady, data-driven sales culture. PKSHA Technology Speech Insight boosts operational efficiency and improves service quality overall. The bank is turning successful operator behaviors into teachable practices. This helps boost productivity in inside sales and improves customer engagement.
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