Introducing chatbot technology has enabled us to devote more time to providing our customers with financial services. Automating the responses to common inquiries has been particularly effective. Takayoshi Iwamae Assistant General Manager, Contact Center Planning Department Mitsui Sumitomo Insurance Company Limited Transforming customer touchpoints – Chatbot technology introduced as part of companywide digitalization At a glance Country: Japan Industry: Finance Founded: 1918 Website: www.ms-ins.com/english Challenge Mitsui Sumitomo Insurance needed to adapt to the shift towards digitalized customer touchpoints. Many companies, including financial institutions, have introduced chatbot technology as a measure to address labor shortages. However, this technology has rarely

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