Congratulations to the winner of the 2016 BAI Global Banking Innovation Awards for Channel Innovation.
Mizuho Financial Group, Inc.
The new humanoids “Pepper” creates next-gen customer services to the physical channel (Digital Omotenashi)
Mizuho Financial Group, Inc. has launched an innovative branch solution with the deployment of “Pepper,” the emotional humanoid robots that act as a concierge, in the traditional formal Japanese bank branches. The primary impacts anticipated from this original innovation are to improve service to customers using AI and Big Data, and to provide a unique UX through Digital Omotenashi*. “Pepper” is capable of using its AI and Big Data features to investigate and analyze the customer’s interests by interacting while playing games or having conversations with customers. Also, from its unique comedy software developed by Yoshimoto, Japan’s largest entertainment company, it can provide “Rakugo,” which is the Japanese traditional verbal entertainment developed in the 18th Century. It also utilizes “Senryu,” the Japanese short poetry, which is submitted by employees.
*Omotenashi: Japanese mind of hospitality and customer service, offering service without expectation of rewards.