IBK Industrial Bank, Begins Building 'Consultation Support AI System' at Customer Center
Voice Bot Service Using Deep Learning
[Asia Economy Reporter Jin-ho Kim] IBK Industrial Bank announced on the 8th that it will begin building a 'Consultation Support Artificial Intelligence (AI) System' for fast and accurate customer consultations.
The 'Consultation Support AI' is a system that converts and analyzes human voice into text, automatically finds the information customers want, and provides it to consultation staff. It can reduce consultation time by about 20 seconds per call, thereby minimizing unnecessary waiting time for customers and preventing the provision of incorrect information in advance to reduce customer inconvenience.
In addition, the bank plans to build a voice bot service that directly consults customers by having AI learn 7 million consultation data annually. IBK Industrial Bank has started development with companies possessing excellent AI and voice recognition technologies such as Korea Cloud, Wego, and Yespeech, aiming to complete the system by March next year.
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An IBK Industrial Bank official stated, "With the establishment of the Consultation Support AI system, we plan to elevate the customer center into a contact center suitable for the digital age."
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