NH Nonghyup Bank Provides Smart Financial Consultation Service with AI-Based Call Center
First Bank Sector Company Selected for Excellence in Quality Competitiveness
[Asia Economy Reporter Park Sunmi] NH Nonghyup Bank Customer Happiness Center announced on the 22nd that it was selected as an Excellent Quality Competitiveness Company at the 46th National Quality Management Competition hosted by the Ministry of Trade, Industry and Energy's National Institute of Technology and Standards.
The Nonghyup Bank Customer Happiness Center, which serves as the closest contact point with over 1,000 counselors consulting with 60,000 customers daily on average, was the first in the financial sector to receive the ‘KS S 1006’ certification in November 2008 and has contributed to maintaining and developing the standard for 12 years. Recently, in line with the trends of the 4th Industrial Revolution era, it has established an AI call center system and operates a dedicated AI learning organization.
The Customer Happiness Center of Nonghyup Bank also takes pride in filing five service field BM (Business Method) patents and registering three of them. They developed the patented systems and opened the system at the end of 2017, applying it to actual operations. They filed patents for counselor schedule management devices and methods, call center Q&A service provision devices, and counselor quality full evaluation devices.
In addition, it was the first in the domestic financial sector to apply the ‘STT (Speech To Text)’ system, which converts real-time voice files into text, introducing full evaluation of consultation call quality. Furthermore, using an AI big data-based 'Counseling Quality Full Evaluation Device,' it monitors call content in real time, learns and analyzes like a human, and utilizes a call center AI system capable of 5.3 million types of responses to provide prompt and accurate high-quality financial consultation services.
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Center Director Heo Oknam said, “The Nonghyup Bank Customer Happiness Center is promoting digital transformation as the top priority for innovation,” adding, “We will do our best to provide customer-centered financial services as a leading bank of the 4th Industrial Revolution in the rapidly changing financial environment.”
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