Case Study: Mitsubishi UFJ Financial Group achieves next-generation customer experience with NTT Communications

Creating a new customer experience for the next generation through digital transformation

Mitsubishi UFJ Financial Group (MUFG), a leading bank holding company, is executing its Re-Imagining Strategy to drive sustainable growth by improving customer loyalty and service. Confronted with Japan’s shrinking workforce and growing customer demand for digital, anytime/anywhere experiences, MUFG needed to shift from branch-centered, face-to-face banking toward automated, digitally enabled services to raise productivity and convenience.

MUFG partnered with NTT Communications to pilot AI and telepresence solutions—AI chatbots and the COTOHA language engine, Kirari! stereoscopic telepresence, speech-to-text, Enterprise Cloud 2.0 and Big Data/blockchain trials. Early outcomes include higher help-desk efficiency, a successful virtual-assistant trial in Singapore (Sept 2017), automated meeting-minute workflows and progress toward realistic remote customer service that boosts productivity and meets rising demand for video and AI-driven experiences.

Mitsubishi UFJ Financial Group

Hirofumi Aihara

General Manager, Digital Transformation Division