At the FRONTEO launch commemorative event "AI Utilization Conference" held on July 7, we invited user companies to use artificial intelligence "KIBIT" in the four fields of healthcare, business intelligence, marketing, and legal. Was introduced in a 29-minute session.In this article, we will introduce the contents of the session on the day one by one. The second business intelligence session is an introduction of an extracted case where artificial intelligence "KIBIT" visualizes customer satisfaction (CS) and employee satisfaction (ES) from a business diary at a local bank.Mr. Hiroyuki Egami, VCF Evangelist of Information Services International-Dentsu Co., Ltd., took the stage, and Tatsuya Mitsube, General Manager of Business Development Group of FRONTEO, acted as the facilitator. Improving customer satisfaction and employee satisfaction required of financial institutions Mr. Egami started by talking about the current environment surrounding financial institutions. "Financial institutions have traditionally been good at handling numerical and quantitative data, and have developed financial engineering that manages risk while analyzing financial data and transaction data. On the other hand, since last year, finance has been developed. Administrative policies have changed, and we are now required to play a role that not only protects the soundness of financial institutions and financial systems, but also contributes to the local economy. ”In other words, how much we are contributing to our customers. The perspective of satisfaction has come to be emphasized, how much trust is gained, how much it contributes to improving business performance in the long term. "It is difficult to grasp such satisfaction with conventional analysis methods, and we have begun to consider the use of artificial intelligence as a solution." (Mr. Egami) Numerical management is no longer the limit Information Services International-Dentsu (ISID), to which Mr. Egami belongs, has financial solutions as one of the major pillars of its business. For example, the business support system "BANK-R" for regional financial institutions (http://www.isid.co.jp/solution/finance/bankr.html) And so on.After joining a regional bank, Mr. Egami is currently working at ISID, mainly consulting on service planning, organizational reform, and business reform for regional financial institutions.Then, as part of that business, we carried out a customer satisfaction / employee satisfaction detection project using artificial intelligence "KIBIT" at a local bank.Mr. Egami explains that there are two factors when considering the satisfaction of customers and employees. "This is Frederick Herzberg's idea of" motivational and hygiene theory, "but one way to get rid of dissatisfaction.For example, if this room is hot, let the air conditioner cool.Banks are saying that high interest rates will be cheaper and time-consuming services will be faster.It is said that such factors are easy to quantify and analyze. ”This is called a hygiene factor.However, just because the air conditioner has turned on and the temperature has reached the appropriate level does not mean that the satisfaction level will increase even if the dissatisfaction is resolved. "Another way to improve satisfaction is called a" motivational factor. "This can be applied to increase customer and employee satisfaction.For customers, they can give us advice, be close to us, and empathize with us.If you are an employee, you can contribute to your customers, enjoy your work, and be yourself.These factors are difficult to quantify and often result in ambiguous text data, which previously could not be easily extracted and analyzed, ”says Egami. Focus on success stories buried in business diary In the case of a regional bank that Mr. Egami dealt with this time, numerical management was carried out to eliminate dissatisfaction and improve satisfaction. "Even with such a method, business performance will improve in the short term. However, in the long run, confidence will decline and business performance will be adversely affected." Therefore, Mr. Egami focused on the business diary. did. "Which customers did you visit, what did you talk about, what kind of proposals did you make, and what kind of requests did you receive? At banks, tens of thousands of these business diaries are published annually. It is accumulated in units of cases. ”To give one example, the business diary says something like this:“ ““ It ’s true.That's why I consulted with you. ”I am very pleased and thank you.” This is a diary with very high customer satisfaction. If you can analyze the text data of such a business diary well, which sales will I thought it would be possible to understand what kind of success stories they have and which branches have success stories. "(Mr. Egami) Finding highly satisfying behavior patterns from teacher data Therefore, Mr. Egami decided to use the artificial intelligence "KIBIT" to analyze the business diary. "First, we asked the person in charge at the regional bank headquarters to visually check the business diary. It is difficult to check all the business diary in terms of time and labor, so 1,500 business diary. We have selected 50 excellent projects that satisfy our customers and sales staff. ”With these 50 projects as teacher data, 1,500 diaries can be analyzed with“ KIBIT ”and scored.The highly satisfying business diary at this time will be replaced with teacher data, and 1,500 cases will be scored.By doing so, it seems that he was able to rediscover that the business diary, which he had thought was not so satisfying until now, was actually a business diary with high satisfaction when he read it carefully. “By repeating this about four times, we were able to find about 4% of the behavioral patterns that customers and employees are satisfied with. One analysis takes only about three minutes. There were times when he left the seat once and returned to his seat, and the results had already come out. The person in charge was very satisfied. "(Mr. Egami)   Customer satisfaction and employee satisfaction are becoming more and more important Mr. Egami says he is concerned about Japanese companies' efforts for customer satisfaction and employee satisfaction. “I had the opportunity to visit a bank in Scandinavia this month, where I was taking measures such as measuring all customer satisfaction at each branch and announcing it to all stores. If the satisfaction is low, We are giving thorough guidance on improvement. As for human resources, motivation management is becoming more and more talked about. Unfortunately, there are not many such financial institutions in Japan. ”Mr. Egami says that these issues are not limited to financial institutions. Tells. "As is the case with Mr. Nakao, who took the stage at the healthcare session, in industries such as the retail industry and the service industry, where daily relationships with customers are important, we will not only provide services, but in the future. There should be a demand for more satisfying services. Regarding the provision of highly satisfying services, Mitsube commented as follows: "Surely, from the text written in the business diary, it means in consideration of the context. If you can read, you can take proper measures. I also strongly feel the importance in talking with people from various companies. For example, compliance, marketing, etc. I think that the success stories that tend to be buried can be extracted by using "KIBIT". "Finally, Mr. Egami said, closing the session. "In particular, the financial industry has not only financial data, but also data from various industries. In the past, such data may have been a treasure trove. From now on, like" KIBIT ". We would like to contribute to the development of the financial industry and the regional economy through the utilization of technology. ”* Details of the products and solutions introduced in this session can be found on this page. http://www.kibit-platform.com/products/knowledge-probe/