Keiyo Bank reduced after-call work by up to 60%, improved answer rates and turned customer conversations into enterprise-wide knowledge assets with Genesys Cloud and Agent Copilot.
~60% reduction
in after-call work
90% answer rates
up from the 80% range
40% of call volume
targeted for potential self-service
Keiyo Bank is advancing a next-generation contact center model by combining cloud technology, AI-powered interaction intelligence and enterprise knowledge management. By moving from a long-standing legacy CTI environment to Genesys Cloud, the bank has created a more flexible foundation for inbound and outbound voice operations while also using Agent Copilot to capture, summarize and analyze customer conversations in near real time. The result is a contact center that is more efficient for employees, more consistent for customers and better connected to enterprise decision-making.
For nearly 25 years, Keiyo Bank relied on its existing contact center system. Over time, however, the gap between the legacy CTI environment and the bank’s evolving operating requirements continued to widen. Usage declined, maintenance of the legacy PBX infrastructure became more challenging, and customer engagement increasingly shifted toward non-face-to-face channels such as phone, smartphone and web.
At the same time, the role of the contact center itself was changing. As digital and remote interactions became more important, the bank needed to redefine the contact center as a strategic customer touchpoint – one capable of supporting greater convenience, faster response and richer insight into customer needs.
“Our previous CTI system no longer aligned with our current operations, and utilization had declined. To be honest, it had served us well for a long time, but the moment for a full refresh had clearly arrived,” said Tetsuya Kono, Business Producer (DX Promotion), IT Strategy Group, Sales Planning Department, Keiyo Bank.
Keiyo Bank evaluated multiple solutions through an RFP process and selected Genesys Cloud. The decision was driven by the breadth of the platform’s contact center capabilities, its track record in financial services and the strength of the Genesys user community. Participation in information-sharing sessions with other regional banks also helped the bank build a clearer picture of how the platform could be operated after deployment.
“Our previous CTI system no longer aligned with our current operations, and utilization had declined. To be honest, it had served us well for a long time, but the moment for a full refresh had clearly arrived.”
Tetsuya Kono
Business Producer (DX Promotion), IT Strategy Group, Sales Planning Department, Keiyo Bank
Before the refresh, several operational challenges had become increasingly clear. Experienced operators delivered stable service quality, but much of their expertise lived in individual knowledge and judgment. That created a long-term risk around knowledge transfer, especially as the operation continued to rely heavily on veteran employees to handle complex and diverse inquiries.
Interaction records were another challenge. Much of the available information was limited to voice recordings or simple notes, making it difficult to analyze conversations at scale or use the data as an organizational asset. Manual documentation also created workload after each call and introduced variation in how information was captured.
Call volumes and inquiry types also fluctuated by day and time, making it difficult to respond flexibly to peaks in demand. In a general inquiry environment where customer needs vary widely, the bank needed a way to standardize operations without losing the quality and judgment of its most experienced staff.
Genesys Cloud now serves as Keiyo Bank’s foundation for inbound and outbound voice operations. The most significant transformation, however, has come from the bank’s use of AI – particularly Agent Copilot.
With real-time speech-to-text transcription, AI-powered call reason classification and automated interaction summaries, Keiyo Bank has reduced after-call work (ACW) by up to 60%. Work that once took approximately five minutes can now be completed in roughly two to three minutes. The same capabilities have also reduced the need for manually created transfer notes, helping create more consistent, objective and detailed records of each customer interaction.
These improvements have contributed to better service performance as well. Answer rates have improved from the 80% range to the 90% range, demonstrating that automation and better information capture can improve both operational efficiency and customer responsiveness.
The value of Agent Copilot extends beyond efficiency gains. Customer interactions that previously remained difficult to review at scale are now captured, summarized and made visible across the organization. AI-generated summaries and transcripts are shared not only with contact center teams, but also across the broader business, where they support Voice of the Customer (VOC) analysis and more data-driven decision-making.
Leadership teams can directly review customer feedback and interaction trends, helping connect frontline customer conversations with business decisions. In this way, the contact center is becoming a richer source of enterprise intelligence rather than a stand-alone service function.
A pre-deployment assessment also highlighted the risk of continuing to rely too heavily on experienced operators. In response, Keiyo Bank is exploring ways to use interaction summaries and transcript data to support automatic FAQ creation and knowledge management. By capturing the know-how that had previously been embedded in individual employees, the bank is building a more scalable knowledge foundation for the future.
Technology adoption was an important part of the program. Keiyo Bank invested more than one month in training and practice sessions so that operators, including part-time staff, could become comfortable using the new system. Operators practiced with one another and gained experience before the platform became part of daily operations.
That investment paid off. AI-generated summaries are now highly valued by frontline teams and have become an indispensable part of day-to-day work. As these capabilities have become embedded in the operation, awareness of digital transformation has increased across telephone-based service operations, helping build momentum for broader organizational change.
“AI is still evolving. Building on the Genesys Cloud platform, we will continue embracing new technologies such as AI voice bots and RAG integration to create an even more convenient contact center experience for our customers.”
Koichi Shimizu
Deputy General Manager, Sales Planning Department, Keiyo Bank
Keiyo Bank plans to continue advancing its use of AI. Areas under consideration include more sophisticated interactive voice response (IVR), speech recognition-based automation and AI voice bots to improve customer convenience. The bank is particularly interested in using self-service to address transfer calls and simple procedures, which account for approximately 40% of overall call volume.
The bank also sees opportunities to expand the role of Agent Copilot by connecting interaction summaries with FAQs and generative AI through Retrieval-Augmented Generation (RAG). Over time, this could help agents access more accurate guidance during customer interactions and further standardize service quality.
Looking ahead, Keiyo Bank is considering broader AI-enabled improvements across VOC analytics, demand forecasting, automated workforce scheduling, CRM integration and AI assistance for each individual operator. The goal is to continue evolving the contact center into a more intelligent, efficient and customer-centric operation.
“AI is still evolving,” said Koichi Shimizu, Deputy General Manager, Sales Planning Department, at Keiyo Bank. Building on the Genesys Cloud platform, we will continue embracing new technologies such as AI voice bots and RAG integration to create an even more convenient contact center experience for our customers.
