ARI (AR Advanced Technologies Inc.) (Headquarters: Shibuya-ku, Tokyo; President and CEO: Toshiyori Takeuchi; hereinafter referred to as ARI) announces that its AI role-playing tool for contact centers, "InnovaCall," has been decided for implementation by SBI Shinsei Bank (Headquarters: Chuo-ku, Tokyo; President and CEO: Katsuya Kawashima; hereinafter referred to as SBI Shinsei Bank). SBI Shinsei Bank considers improving response quality and advancing human resource development in its contact centers as important themes, driven by the progress in AI utilization. However, challenges included variations in response quality across its own operations and those of its outsourcing partners, as well as the need for continuous education and evaluation within a limited staffing structure. To address these challenges, InnovaCall was considered as a system that allows for repeated training in an environment close to actual customer interactions, with objective evaluation and visualization of the results. During the evaluation, emphasis was placed on the assessment by contact center field managers, and the decision to implement was made based on the high evaluation of the following points: Flexibility allowing managers to easily create and modify scenarios. Ability to design training tailored to business content at the field level. Advantages in terms of implementation and operational costs. ARI's supportive partnership system, looking ahead to post-implementation utilization. Furthermore, in the PoC (Proof of Concept), it was confirmed that by having AI handle the execution, evaluation, and feedback of role-playing, the efficiency of traditional coaching processes and the feasibility of operations where educators can focus on intensive guidance could be achieved. ARI will continue to support human resource development and response quality improvement in contact centers through InnovaCall. In an era where AI and humans collaborate, we aim to support the development of advanced c