SBI General Insurance and Marubeni Information Systems announced the full-scale implementation of Omnis, a generative AI-powered real-time transcription tool. The tool will be implemented at SBI General Insurance's contact center and claims service center to improve response quality and operational efficiency.
SBI General Insurance and Marubeni Information Systems announced the full-scale implementation of Omnis, which uses generative AI to transcribe and summarize call content in real time. The implementation date is 2 November 2026, and the companies will move to full-scale deployment across a total of 80 seats at SBI General Insurance's contact center and claims service center following a PoC. The implementation is intended to improve response quality and operational efficiency.
Omnis transcribes call content in real time and uses generative AI to create summaries, while also instantly presenting relevant internal FAQs to operators. Sentiment analysis and real-time monitoring by supervisors are also among its features, supporting the standardization of VoC recording and reducing the work required to enter call histories.
Going forward, the company plans to accumulate call data for use in evaluating response quality and training operators, while continuing to promote operational efficiency through digital transformation and improve the quality of the services it provides.
Omnis is a cloud-based voice-to-text service built on Google Cloud Platform. It also supports integration with CRM and VoC analysis tools.