Woori Bank Launches Smarter 'Customized Artificial Intelligence' Service

[Asia Economy Reporter Song Seung-seop] Woori Bank announced on the 10th that it will expand the application of its advanced ‘Artificial Intelligence (AI) Consultation Service.’

The AI consultation service is a technology that integrates language technologies utilizing artificial intelligence such as speech recognition, speech synthesis, and natural language understanding. The AI consultation bot communicates with customers based on voice, while the AI chatbot interacts through text. When a customer calls Woori Bank, the system identifies the inquiry and connects the customer to a dedicated staff member, and AI directly handles some simple tasks. Even when the bank initiates a call to the customer, AI manages tasks such as delinquency support or customer satisfaction surveys.

With the recent advancement of the AI chatbot, personalized services providing customized responses based on customer information have become possible, beyond just resolving simple inquiries. Since the pilot service opened at the end of last year, the number of users has increased more than sevenfold, and the response rate to customers has also improved. The chatbot enhancement also incorporates AI technology that extracts information from various documents, enabling employees to find desired information more easily and respond to customers effectively.

A Woori Bank official explained, “We expect improvements in customer consultation satisfaction and strengthening of employee expertise.”

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