Mitsubishi UFJ Morgan Stanley Securities Introduces Customer Response Monitoring System Utilizing Voice Recognition and AI

2021.10.01 Press release

--To the press -

Mitsubishi UFJ Morgan Stanley Securities Introduces Customer Response Monitoring System Utilizing Voice Recognition and AI

Strengthen compliance and risk management to ensure customer-oriented business operations

Masahiro Morimoto, President and CEO
2-12-23 Konan, Minato-ku, Tokyo
(Code number: 2158 TSE Mothers)

Mitsubishi UFJ Morgan Stanley Securities Co., Ltd. (President Saburo Araki, hereafter Mitsubishi UFJ Morgan Stanley Securities) is Hitachi, Ltd. (President and COO Keiji Kojima, hereafter Hitachi), FRONTEO Inc. (President Morimoto) With the cooperation of Masahiro (FRONTEO), we have introduced a system (hereinafter, this system) that analyzes and monitors customer-facing calls. The operation of this system will start on October 2021, 10.

This system, which uses voice recognition technology and AI, makes it possible to convert all calls with customers into text and automatically analyze them, improving the comprehensiveness and verification accuracy of monitoring operations for the purpose of compliance checks, and customers. We will further strengthen the thoroughness of sama-oriented business operations.In the future, we will utilize this mechanism to further improve service quality, such as real-time monitoring of call content and analysis of customer needs included in conversations.


Since the Financial Services Agency announced the "Principles for Customer-Oriented Business Operations," it has been essential for financial institutions to pursue customer-oriented business operations for stable asset formation, and the appropriateness of sales activities at financial institutions has been verified. Monitoring work is becoming more important.

Mitsubishi UFJ Morgan Stanley Securities monitors call records in order to provide appropriate services to customers.However, since conversations with customers such as head offices, call centers, and mobile phones owned by the person in charge nationwide have a total talk time of several thousand hours a day, it is necessary to actually listen to and analyze the recording. It took a lot of time and it was difficult to verify all the response history.


Mitsubishi UFJ Morgan Stanley Securities thoroughly implements various customer-oriented business operations based on the "MUFG Fiduciary Duty Basic Policy," which is a group common guideline for the Mitsubishi UFJ Financial Group.*1The new system introduced this time is a part of that.

In this system, Hitachi's Lumada*2By combining one of the solutions, "Voice Digital Solution" and FRONTEO's AI engine "KIBIT", it automatically performs everything from transcription of call voice to extraction of compliance risk points to be checked and provision to monitoring personnel. I will do it.In addition to being able to significantly reduce the time required to analyze and record call content in the past, it is possible to inspect all response history, and objective analysis and rigorous analysis regardless of the experience of the monitoring staff. Thorough risk management is possible.


・ Customer-oriented business operations (Details of Mitsubishi UFJ Morgan Stanley Securities' efforts)

・ Lumada: A general term for solutions, services, and technologies that utilize Hitachi's advanced digital technology to create value from customer data and accelerate digital innovation.


■ About Hitachi's "Voice Digital Solution"
"Voice digital solution" is a solution that realizes advanced text conversion of call voice such as answering at call centers and sales offices and flexible cooperation with business systems.By combining an automatic recording system for all calls pursuing zero defects and a voice recognition system equipped with Hitachi's original recognition engine, high-precision full-text conversion from recorded data and real-time calls is realized.

In addition, the characteristics of conversation can be grasped from non-verbal information such as voice volume, timing, and speed, and smooth data linkage to business systems and analysis tools is possible, making voice data utilization more efficient and sophisticated. To support.


■ About FRONTEO's AI technology "KIBIT"
"KIBIT" is an artificial intelligence that analyzes text without relying on keywords, using a unique machine learning algorithm that reproduces the "tacit knowledge" possessed by specialists and business experts.With high natural language processing technology, high-precision analysis can be performed in a short time with a small amount of teacher data, contributing to operational efficiency and sophistication in fields such as fraud investigation, intellectual property strategy, skill transfer, and risk prediction. doing.




FRONTEO uses the self-developed AI engine "KIBIT" and "concept encoder" specializing in natural language processing to extract meaningful and important information from a huge amount of text data to support corporate business. A data analysis company. Since its establishment in August 2003, it has been expanding globally to Japan, the United States, South Korea, and Taiwan, with a focus on legal tech businesses such as "e-discovery (electronic discovery)" and "digital forensic investigation" that support international litigation of companies. Has been deployed.Based on the AI ​​technology cultivated in the legal tech business, we expanded the business field to the life science field, business intelligence field, and economic security from 8, and by using AI to "turn text data into knowledge" , Drug discovery support, dementia diagnosis support, financial / personnel / sales support, etc., contributing to solving various corporate issues. Listed on TSE Mothers on June 2014, 2007. January 6, 26 Obtained a first-class medical device manufacturing and sales business license (permit number: 2021B1X13), and notified the managed medical device sales business in April of the same year (notification number: 13 Minato Misei Equipment No. 1).The capital is 10350 thousand yen (as of March 4, 3).


* FRONTEO, KIBIT, and concept encoder are registered trademarks of FRONTEO in Japan.

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