24 June 2018
Register for the webinar today

Hokkaido Bank introduces virtual agent

11 March 2002  |  5537 views  |  0 user woman on computer

Japan's Hokkaido Bank has deployed an animated online virtual assistant on its Web site to help customers complete loan and credit application forms over the Internet.

The online agent - believed to be the first of its kind in the Japanese banking market - is generated using software from eGain Communications, and supports the bank's Rapido Branch online outlet, which specialises in individual loans and offers.

As well as answering general customer questions in natural-language format and supporting new applications over the Web, the online assistant also monitors the fluctuation of card member Internet applications for the bank.

During the interaction between user and virtual agent, eGain Assistant maintains a dialogue with the customer, and projects animated facial expressions on the screen that reflect the flow of each conversation. The online assistant is displayed as an anime-like virtual agent with large friendly eyes, wearing an Hokkaido Bank employee uniform, and has been customised to reflect the company's culture and personality.

The agent's expressions have also been optimised for the Japanese market, says eGain. For example, compared to a Western facial expression, the agent appears almost giddy when happy, but breaks eye contact and looks away when upset.

The bank believes the introduction of the agent will encourage and help more people to apply online, and relieve pressure from routine queries on branch and telephone channels.

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

Sony Bank hones online investment advice

Sony Bank hones online investment advice

05 March 2002  |  5666 views  |  0 comments
Consumers addicted to online finance - Nielsen

Consumers addicted to online finance - Nielsen

27 February 2002  |  3584 views  |  0 comments
Bank spending on Web self-service on the increase

Bank spending on Web self-service on the increase

07 February 2002  |  4095 views  |  0 comments

Related company news


Related blogs

Create a blog about this story (membership required)
Visit www.aciworldwide.comVisit https://info.nice.com/Visit http://go.jumio.com/finextraAd

Top topics

Most viewed Most shared
GPS raises £44 million to fund international growthGPS raises £44 million to fund intern...
26738 views comments | 7 tweets | 8 linkedin
Robots save Nordea from GDPR processing nightmareRobots save Nordea from GDPR processing ni...
9436 views comments | 10 tweets | 18 linkedin
BIS: Cryptocurrencies are an environmental disaster that could break the InternetBIS: Cryptocurrencies are an environmental...
8904 views comments | 18 tweets | 23 linkedin
ING and BNP Paribas invest in blockchain-powered trade platform TradeIXING and BNP Paribas invest in blockchain-p...
7591 views comments | 15 tweets | 27 linkedin

Featured job

to $120K base, 200K ote, benefits
New York City, NY - USA

Find your next job