FRONTEO’s KIBIT AI Engine Adopted at SMBC Nikko Securities for Analyzing “Voices of Customers”
TOKYO, December 21, 2017 – FRONTEO, Inc. (“FRONTEO” or the “Company”) (Nasdaq: FTEO) (TSE: 2158), a leading provider of artificial intelligence (“AI”) based big data analysis services, announced today that SMBC Nikko Securities Inc. （”SMBC Nikko Securities”） has adopted a system for improving customer satisfaction using KIBIT, an AI engine independently developed by FRONTEO, to analyze “voices of customers” and extract those associated with complaints or dissatisfaction for swift responses.
Verification by KIBIT has been conducted at SMBC Nikko Securities since the beginning of 2017. Full-fledged verification processes began in May 2017 and it was confirmed that KIBIT is capable of analyzing the records of customer negotiations at branch offices or call centers, and extract complaints and dissatisfaction which sales staff or operators failed to identify. Going forward, analysis of a large amount of daily negotiation records and exhaustive identification of signs of complaints and dissatisfaction will be possible.
SMBC Nikko Securities intends to expand proactive use of KIBIT across the company going forward. For instance, they plan to have KIBIT analyze voice call records converted to text and identify conversation that could develop into complaints in the future, as well as check e-mails sent to customers and business partners for possible faults in information management. Furthermore, in the proof of concept trial which used the records of inquiries from on-line trade service users as training data, KIBIT also successfully identified requests for system improvement.
FRONTEO will continue to support the establishment of systems that enable SMBC Nikko Securities to adapt to new technologies and environments, by utilizing KIBIT.
KIBIT is an AI engine developed by FRONTEO. KIBIT is a word coined by combining "kibi," a Japanese word meaning "subtlety," and "bit," the smallest unit of digital information, in order to indicate an AI capable of understanding the subtle elements of human behavior and personality.
About FRONTEO, Inc.
FRONTEO, Inc. (“FRONTEO”) (Nasdaq:FTEO) (TSE:2158) supports the analysis of big data based on behavior informatics by utilizing its technology, "KIBIT". FRONTEO's KIBIT technology is driven by FRONTEO artificial intelligence based on knowledge acquired through its litigation support services. KIBIT incorporates experts' tacit knowledge, including their experiences and intuitions, and utilizes that knowledge for big data analysis. FRONTEO continues to expand its business operations by applying KIBIT to new fields such as healthcare and marketing. FRONTEO was founded in 2003 as a provider of e-discovery and international litigation support services. These services include the preservation, investigation and analysis
of evidence materials contained in electronic data, and computer forensic investigation. FRONTEO provides e-discovery and litigation support by making full use of its data analysis platform, "Lit i View", and its Predictive Coding technology adapted to Asian languages. The company name was changed from UBIC, Inc. to FRONTEO, Inc. as of July 1, 2016. For more information about FRONTEO, contact email@example.com or visit http://www.fronteo.com/global/.