Mizuho Securities has implemented Nomura Research Institute’s (NRI) voice recognition and artificial intelligence (AI) technologies to optimise the monitoring and analysis of communication between investors and sales reps that is tracked for both compliance and customer care purposes.
The voice recognition and AI systems are based on NRI’s TRAINA VOICE Digest and have been customised for Mizuho’s specific needs. The machine learning systems learns using a vast collection of conversation data, summary rules of conversations, and monitoring checklists and guideline. At the end of the process, the system extracts and shows parts of conversations that need to be monitored.
Mizuho chose NRI to conduct a proof of concept at the end of 2016. The result showed NRI’s system achieving significant reductions in monitoring time. Mizuho went on to integrate the system and completed the task last month.
Masaaki Yamazaki, managing director at NRI, says: “Voice recognition is the latest component in a string of demands for AI technology integration that NRI is seeing from some of the most prominent banks in the world.”