KB Financial Group Promotes Establishment of 'KB Future Contact Center' for Customer-Centered Consultation
Affiliate Customer Centers Built on a Standardized Platform
[Asia Economy Reporter Sim Nayoung] KB Financial Group announced on the 28th that it has signed a contract to build the 'KB Future Contact Center Call Infrastructure,' which standardizes the customer center infrastructure of eight affiliates (KB Kookmin Bank, KB Securities, KB Insurance, KB Kookmin Card, Prudential Life Insurance, KB Capital, KB Life Insurance, KB Savings Bank) on a cloud-based platform to provide customer-centric consultation services.
The 'KB Future Contact Center' construction project is an initiative to upgrade customer centers, which primarily provided simple guidance and consultation services, by integrating AI-based innovative technologies to offer systematic customer management and personalized consultation services to customers. The 'KB Future Contact Center Call Infrastructure' project aims to establish a standardized platform based on innovative technologies for the customer centers of the affiliates, laying the foundation for this transformation.
Once the 'KB Future Contact Center' is completed, customers calling the KB Financial Group's main number will be able to receive service 24/7, 365 days a year, and similar tasks such as issuing and inquiring various certificates and reporting will be handled seamlessly across affiliates. Additionally, customers will receive services through personalized product recommendations at the KB Financial Group level.
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The KB Future Contact Center construction project consists of infrastructure platform and service platform areas. The infrastructure platform applies innovative technologies such as AI and cloud to the existing IT infrastructure to build a standardized infrastructure base for KB Financial Group’s call infrastructure, chatbots, and callbots. The service platform introduces common consultation services and innovative services to implement seamless consultation processes among affiliates. Each project will be introduced sequentially according to each affiliate’s schedule and is expected to be completed by the second half of 2023.
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