English 
Minato Bank has introduced IVRy’s conversational AI platform across all its branches to reduce routine telephone workloads and improve customer response rates. The deployment follows a month-long analysis of incoming calls, which found that around 40% could be handled through automated voice guidance or SMS, while the remaining 60% required bank employees.
Trials across nine branches showed that 275 calls per branch each month could be completed without employee involvement, potentially saving around 37 hours of telephone handling time monthly. The bank’s telephone response rate also increased from 90% to 97%.
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The system deals with everyday queries, such as the whereabouts of ATMs and balance checks, and connects customers with employees for more specialized support. Minato Bank intends to fine-tune the system based on trends in branch-level inquiries, and will research how the conversational data could make support even better. The deployment is part of a general banking trend of automating help for everyday matters but not everything.
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