The AI Chatbot CHORDSHIP automates customer inquiries, reaches the resolution rate to 70-80 percent, and becomes an effective way to communicate with new customers at Mitsui Sumitomo Insurance Company
"Introducing chatbot technology has enabled us to devote more time to providing our customers with financial services. Automating the responses to common inquiries has been particularly effective."
Transforming customer touchpoints – Chatbot technology introduced as part of companywide digitalization
Mitsui Sumitomo Insurance Company (Europe), Limited (MSIEU) is a member of MS&AD Insurance Group Holdings, Inc. The group is now one of the world’s largest general insurers with an overseas network of 42 countries and regions.
Mitsui Sumitomo Insurance needed to adapt to the shift towards digitalized customer touchpoints. Many companies, including financial institutions, have introduced chatbot technology as a measure to address labor shortages. However, this technology has rarely led to a decline in the actual volume of inquiries received by a support team.
Mitsui Sumitomo Insurance Company has adopted CHORDSHIP, Fujitsu’s artificial intelligence (AI) chatbot, to complement its online service desk.
- CHORDSHIP reduced the volume of inquiries and helped the resolution rate reach 70-80%
- It has also become an effective way of communicating with new customers and is a catalyst for driving digitalization