Mobilus Launches AI Agent Voicebot at SBI Ikiiki Shotan

Mobilus Inc., a developer and provider of CX solutions for contact centers, has begun offering a new function utilizing generative AI: “AI Agent Voicebot.” This workflow-based AI agent develops natural dialogue based on each customer’s speaking style and situation, and by understanding the intent of even ambiguous requests and digging deeper to identify the purpose, it provides a response that is just like a human being.

In addition, SBI Ikiiki Small Amount and Short Term Insurance Co., Ltd. is also pleased to announce that it will be fully implementing this feature. Starting August 28, 2025, SBI Ikiiki Shotan’s telephone inquiry desk will begin using this feature at a dedicated automated answering hotline. The introduction of an AI agent-type voicebot will enable flexible dialogue tailored to each individual’s needs and speaking pace, something that was difficult to do with conventional voicebots. This will enable responses that are more considerate of the senior generation, increasing customer convenience and satisfaction while also contributing to the efficiency of contact center operations.

Mobilus and SBI Ikiiki Shotan conducted a proof of concept (POC) for this function for one month starting in June 2025. The results showed that the rate at which calls were completed using only the voicebot (completion rate) exceeded 70%, and the voicebot’s careful repetition and confirmation reduced the number of calls returned by operators (callback rate) by over 60%, leading to the launch and official introduction of the service.

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According to a survey by the Ministry of Internal Affairs and Communications*1, internet usage rates are high at around 90% for people in their 60s and around 70% for people in their 70s, but only around 30% for people in their 80s, meaning the “digital divide” becomes more apparent as people get older. Companies are being asked to respond through multiple channels, including telephone, web, and voice bots, in line with this wide range of digital capabilities.

SBI Ikiiki Shotan provides insurance products and services that primarily cater to the needs of the senior generation, such as life insurance, medical insurance, and nursing care insurance. In this environment, the telephone helpline, which serves as the main customer contact point, receives many inquiries from senior customers who are not good at using digital devices, and a smooth and courteous response was required.

Conventional voicebots had issues such as being unable to adequately respond to customers’ tendency to speak slowly or get stuck for words, and automatically ending the conversation if there was no response within a certain time. This was particularly difficult and stressful for seniors, who tend to have these speaking habits. As a result, procedures would end prematurely, requiring them to call again or for an operator to call back, which not only increased the hassle for customers but also led to increased workloads and response costs for companies.

Furthermore, the contact center industry is facing a serious labor shortage due to issues such as rising recruitment costs, difficulty in securing personnel, and high turnover rates. In this environment, there is a need for initiatives to utilize new technologies such as generative AI to improve operational efficiency and increase customer convenience and satisfaction (CS).

Against this backdrop, Mobilus and SBI Ikiiki Shotan conducted a one-month proof of concept (POC) experiment in June 2025 on an “AI agent-type voicebot” that utilizes generative AI to solve these issues. As a result, in addition to an improvement in the reception completion rate using the voicebot, significant results were seen in both customer experience (CX) and operational efficiency, such as a reduction in the time required to correct information through voice confirmation after reception by the voicebot and improvements in callback confirmation (return response). In response to these results, SBI Ikiiki Shotan decided to fully implement this function.

SOURCE: PRTimes