July 25th, 2024.
SBI Holdings Co., Ltd.
SBI Liquidity Market Co., Ltd.
SBI Business Solutions Co., Ltd.
SBI Holdings, Inc. (Headquarters: Minato-ku, Tokyo, Representative Director: Yoshitaka Kitao, hereinafter "the Company") and the Company's consolidated subsidiary SBI Liquidity Market Co., Ltd. (Headquarters: Minato-ku, Tokyo, Representative Director: Fumiki Ozaki), which provides market functions for foreign exchange margin transactions and system development, and SBI Business Solutions Co., Ltd. (Headquarters: Minato-ku, Tokyo, President: Masatoki Natsukawa), a subsidiary of SBI FinTech Solutions Co., Ltd., a comprehensive FinTech solution company, have developed and launched an AI chatbot for internal use through citizen development (*1).
Background and expansion of AI chatbot development
We have established the SBI Generation AI Room to promote the use of generation AI across the SBI Group as a specialized organization for generation AI. As part of this effort, we have developed a chatbot that provides more accurate answers by using internal documents.
We have utilised the technology of generation AI to develop our chatbot in a short period of time. By utilizing Retrieval-Augmented Generation (RAG) (*2), we can answer based on internal documents.
As a pioneer in this initiative, we introduced a generation AI chatbot at SBI Liquidity Market Co., Ltd. and SBI Business Solutions Co., Ltd., both group companies, in July 2024.
SBI Liquidity Market Co., Ltd.
We have introduced a chatbot for employees. By asking the chatbot about the contents of internal regulations, employees can receive answers, which reduces the number of inquiries to the responsible department.
SBI Business Solutions Co., Ltd.
We have introduced a chatbot for operators who belong to the call center department of "KeihiBANK," a cloud-based expense settlement system provided by SBI Business Solutions Co., Ltd. By asking the chatbot about customer inquiries, operators can provide faster and more accurate answers, thereby reducing the response time of inquiries at the call center.
Mechanism of generation AI chatbot
The generation AI extracts relevant information from databases such as manuals based on the content of the input question and generates the optimal response. We use Azure OpenAI, which is introduced in the SBI Group, as the infrastructure model for the chatbot (*2).
We have utilized DataRobot AI Platform (*3) and Power Automate (*4) for no-code development to realize short-term development and implementation. Through the use of RAG technology, which utilizes the generation AI function provided by DataRobot AI Platform, we can answer questions based on internal data and manuals.
When users, such as employees and operators, input questions to the chatbot via Microsoft Teams, Power Automate links the chatbot on DataRobot and returns the answer.
By setting up the chatbot on Teams, which is used as a groupware, we can contribute to improving the work efficiency and customer satisfaction of the users.
We have developed and launched the chatbot as a company internal tool to utilise generation AI in a secure environment without leakage of internal information.
Future initiatives
Under the active promotion of each department of SBI Liquidity Market Co., Ltd. and SBI Business Solutions Co., Ltd. and with the development support of SBI Generation AI Room, we have promoted this project in collaboration with the business and system departments. We plan to further develop AI chatbots through citizen development in the future.
As our business expands, we will continue to promote digital transformation and work to provide better value to society and stakeholders through the use of new technologies.
(※1) Citizen development refers to the use of low-code or no-code tools by employees in departments without specialized IT knowledge to develop necessary business systems without needing to program.
Employees in departments without specialized IT knowledge can develop necessary business systems using low-code or no-code tools without needing to program.
(※2) Retrieval-Augmented Generation (RAG) is a technology that involves extracting relevant information from a large amount of data in addition to a database of the AI generator, and then using that information to generate new text. It's a system that derives the optimal response based on the acquired information and the question content.
Retrieval-Augmented Generation (RAG) is a technology that involves extracting relevant information from a large amount of data in addition to a database of the AI generator, and then using that information to generate new text. It's a system that derives the optimal response based on the acquired information and the question content.
(※3) The DataRobot AI Platform is a platform offered by DataRobot Inc. for centralized development, operation, and management of prediction AI and generation AI. In addition to advanced model development and operation environments for prediction AI, it provides an efficient experimental and performance evaluation environment and robust monitoring and guardrail functions for generation AI solution development. This allows for both rapid development and high-quality management, enabling the creation of innovative financial data & stock exchanges services.
The DataRobot AI Platform is a platform offered by DataRobot Inc. for centralized development, operation, and management of prediction AI and generation AI. In addition to advanced model development and operation environments for prediction AI, it provides an efficient experimental and performance evaluation environment and robust monitoring and guardrail functions for generation AI solution development. This allows for both rapid development and high-quality management, enabling the creation of innovative financial data & stock exchanges services.
(※4) Power Automate is an RPA tool that is part of the Microsoft Power Platform offered by Microsoft. It automates simple business processes and supports a variety of connectors such as Microsoft 365, enabling data exchange and optimization of business processes.
Power Automate is an RPA tool that is part of the Microsoft Power Platform offered by Microsoft. It automates simple business processes and supports a variety of connectors such as Microsoft 365, enabling data exchange and optimization of business processes.
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