SMBC Accelerates AI Utilization Through Development of "AI-CEO"
Sumitomo Mitsui Financial Group and Sumitomo Mitsui Banking Corporation announce the development and deployment of an "AI-CEO" at Sumitomo Mitsui Bank as part of their efforts to establish their brand as an "AI-leading Financial Institution."
Background and Objectives
As AI technology has shown remarkable development in recent years, SMBC Group believes that creating an environment and culture where employees and AI work together will be crucial for sustainable organizational growth. Under this philosophy, they are leveraging their previously established generative AI investment framework to introduce AI into various business operations.
In this context, this initiative is positioned not merely as an AI utilization experiment, but as a foundation for accelerating future AI adoption. Through the experience of "casual consultation with an AI-CEO modeled after Group CEO Tatsuru Nakajima," the initiative aims to help employees naturally recognize the usefulness of AI in business applications. By permeating AI utilization into daily operations, they seek to foster an organizational culture where working with AI becomes commonplace, ultimately leading to the establishment of their brand as an AI-leading Financial Institution.
Based on current initiatives, SMBC Group considers the integration of AI and business operations to be important, focusing on four key areas:
- enhancing convenience at customer touchpoints,
- improving sales capabilities of field staff,
- supporting employee thinking and decision-making, and
- automating various operations.
SMBC Group will continue developing AI in these four domains alongside their transformation toward becoming an AI-leading Financial Institution.
Initiative Overview
Using system prompts and RAG technology, SMBC Group developed an AI model modeled after Tatsuru Nakajima using OpenAI's GPT-4o, designing the UI in the form of an AI chatbot and AI avatar.
The AI chatbot generates responses that are "characteristic of Tatsuru Nakajima" by referencing data input into RAG, including Nakajima's past statements, underlying thoughts, and impressions from others, in response to queries submitted by employees.
The AI avatar was developed by connecting an avatar built using Microsoft Corporation's technology with the AI model, enabling interactive conversations with the avatar.
While the primary purpose of this initiative is as described above, secondary effects are also expected, including providing employees with high-level management perspectives through dialogue with the "AI-CEO," promoting SMBC Group's culture, and enabling refinement of customer proposals and internal projects.
Future Prospects
The "AI-CEO" has currently begun deployment to employees in AI chatbot format. Going forward, based on employee feedback, SMBC Group will design systems for adding input data and various functions, as well as autonomous AI growth mechanisms. SMBC Group will continuously pursue the role of being a partner to employees and expand scenarios where AI is used in business operations.
The currently under-development AI avatar is being considered for use in internal events and similar occasions. The interactive conversation know-how cultivated through this initiative will also be applied to providing highly convenient services to customers using AI avatars.
Additionally, SMBC Group is currently developing an "AI Supervisor" as a further initiative.
The "AI Supervisor" will estimate customer needs and consider solution proposals based on the Group's product data, past customer transaction records, and banker knowledge and skills. By creating a state where bankers can constantly consult with an "AI Supervisor" that utilizes the vast amount of tacit knowledge the bank has accumulated over time, SMBC Group aims to provide customers with speedy and optimal solutions. Trial implementation at Sumitomo Mitsui Bank is scheduled to begin within fiscal year 2025.
SMBC Group will continue to undertake various measures to lead AI utilization among domestic financial institutions and create new value.
Norbert Gehrke
