SoftBank's Digital Transformation Case Study

This case study details SoftBank's digital transformation efforts aimed at enhancing employee experience and operational efficiency through automation. Following the deployment of Robotic Process Automation (RPA) in 2016, SoftBank faced challenges in expanding automation efforts. To address this, the company initiated the 'Digital Worker 4,000 project,' which focused on shifting employees from routine tasks to value-added activities. The project aimed to save 7.7 million hours annually, improving both customer and employee experiences. SoftBank utilized Business Process Reengineering (BPR) to identify automation opportunities and invested in employee training for RPA and AI. The integration of generative AI into various projects marked a significant milestone in their automation journey. The case study outlines the processes automated, including AI call volume prediction and recruitment evaluation, and emphasizes the importance of internal technology utilization before customer rollout. SoftBank's strategy positions it as a leader in digital transformation within the telecommunications industry.