SBI損保 to deploy MSYS Omnis AI transcription from Nov 2

SBI損保 and Marubeni Information Systems began a proof of concept in February 2026, applying MSYS Omnis at 80 seats across the contact center and claims service center. The stated purpose was to improve service quality and operational efficiency. According to the announcement, the PoC confirmed certain effects in three areas considered important: quality, efficiency, and safety. That result is what led to the full deployment decision.

MSYS Omnis is a cloud-based voice-to-text service for contact centers built on Google Cloud Platform. It can select a transcription engine suited to the use case and connect with CRM, VoC analysis tools, and service quality evaluation services. At SBI損保, the tool will transcribe calls in real time and use generative AI to summarize them, easing the manual work of entering call records and registering VoC after each interaction, while standardizing what gets recorded.

The companies also plan to examine how accumulated call data might be used to evaluate service quality and support operator training, extending the tool's role beyond efficiency gains toward workforce development. SBI損保 says it will use time freed up by efficiency improvements for more careful customer handling.