Genesys Cloud Services and Fujitsu Limited have partnered to transform the contact center operations of AEON Financial Service, resulting in improved self-service capabilities and reduced customer wait times.
The introduction of the AI-Powered Experience Orchestration platform, Genesys Cloud, has allowed AEON Financial Service to internalize system development and expedite service delivery. With over 2,500 seats, this deployment marks one of the largest implementations in Japan's financial sector.
AEON Financial Service plans to implement an AI Concierge utilizing speech recognition technology to streamline customer interactions through natural spoken dialogue, eliminating the need for traditional keypad inputs. The company is also considering expanding this solution across other AEON Group contact centers.
Paul Ito Ricci, President of Genesys Japan, emphasized the rapid transformation of AEON Financial Service's customer engagement capabilities through cloud migration, enabling personalized and efficient customer experiences at scale.
Fujitsu's Executive Vice President, Masaru Yagi, highlighted the importance of the initiative in addressing the growing demand for modernized contact center infrastructure, enhancing customer experiences without increasing operator workload.
The enhancements include increased self-service completion rates and a new feature allowing automated SMS responses to interactive voice response (IVR) inquiries. These improvements enable call center operators to focus on more complex tasks.
The move to a cloud-based system supports rapid feature development and flexible operations, utilizing low-code functionality to quickly adapt IVR structures. Future plans aim to further expedite service enhancements by bringing development efforts in-house.
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