Case Study: Mizuho Bank Ltd achieves more effective customer service with IBM real-time analytics

Real-time analytics helps contact center agents serve customers more effectively

Mizuho Bank Ltd. wanted to improve contact center interactions by helping agents handle customer calls more effectively, especially for newer staff who lacked the experience to quickly interpret customer needs. IBM worked with the bank on a cloud-based, real-time analytics and speech recognition solution to inject intelligence directly into the conversation flow.

IBM implemented a first-of-a-kind customer contact optimization solution using IBM Watson content analytics, natural language processing, and SoftLayer cloud infrastructure. The system analyzes speech in real time, suggests the best next question for agents, and self-teaches over time; as a result, Mizuho Bank reduced average customer interaction time by more than 6%, improved customer service, and lowered training requirements for call center operators.

Mizuho Bank Ltd

Tetsuhiko Saito

Chief Marketing Officer