Saemaeul Geumgo Completes Customer Support Center Advancement... "Providing Customized Services for Customers"

[Asia Economy Reporter Kim Hyo-jin] Saemaeul Geumgo Central Association announced that it will sequentially open the next-generation customer support (call) center starting from the 14th of this month.

Amid the digitalization of the financial environment and the activation trend of non-face-to-face channels, the Saemaeul Geumgo Customer Support (Call) Center Advancement project, which has been underway for about four months since last July, has been successfully completed.

This project focuses on diversifying customer channels and advancing counseling support programs centered on the customer support (call) center, which is the only contact point between online and customers. By achieving these two goals, it aims to ▲ increase customer convenience through expanded channel accessibility ▲ improve quality through the advancement of counseling support programs ▲ establish a foundation for an artificial intelligence (AI) contact center capable of securing competitiveness in the Fourth Industrial Revolution.

Among the new solutions of the Saemaeul Geumgo Customer Support (Call) Center, particularly notable are ▲ customized services designed considering usage patterns by generation (visible ARS, slow speech service, chat counseling) ▲ real-time STT (speech-to-text conversion program) and TA (text analysis program), ▲ and the introduction of a counseling efficiency process through functional linkage among solutions such as the Knowledge Management System (KMS).

A representative of Saemaeul Geumgo Central Association stated, “This advancement of the customer support (call) center will not only increase customer convenience but also reduce the workload fatigue of counselors, thereby improving the work environment,” adding, “In the era of untact, we will always think and put into practice ways to enhance customer accessibility and improve the quality of customer service.”

This content was produced with the assistance of AI translation services.