NH NongHyup Bank Launches Next-Generation Contact Center Advancement Project
Advancing AI-Based Consultation Services
On July 1, NH NongHyup Bank announced that it has launched the 'Next-Generation Contact Center Advancement' project to implement a Customer Value Center (CVC) at the NH Integrated IT Center in Uiwang, Gyeonggi Province.
This project is a large-scale initiative aimed at upgrading the financial consultation infrastructure of both NongHyup Bank and the National Agricultural Cooperative Federation. The goal is to completely rebuild the IPCC (Internet Protocol Contact Center) and AICC (AI Contact Center) systems, thereby simultaneously innovating consultation efficiency and customer experience.
The main objectives include the advancement of the AI callbot, the introduction of a generative AI-based consultation support system, the establishment of an integrated consultation system linked to the customer journey, and the separation of infrastructure between the bank and the central federation. These initiatives will be implemented sequentially over a 14-month period.
At the project kickoff meeting held on the 1st at the NH Integrated IT Center in Uiwang, Gyeonggi Province, Park Naechun, Executive Vice President of the Personal Digital Finance Division at NongHyup Bank (fourth from the right), Park Doseong, Executive Vice President of the IT Division (third from the right), KT Vice President Ahn Changyong (fifth from the right), and other officials are posing for a commemorative photo. NongHyup Bank
Photo by NongHyup Bank
In particular, by applying the latest AICC technology, the system will be upgraded so that AI consultants handle simple inquiries, while professional consultants respond to complex consultations requiring emotional judgment. The scope of consultation completion by the existing callbot will be expanded, and user convenience will also be improved.
An omnichannel platform that integrates various consultation channels such as ARS, phone and video consultations, and AI callbots will be introduced. In addition, a customer journey management system based on Voice of Customer (VoC) analysis will be established to proactively address customer complaints through AI.
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Park Naechun, Executive Vice President of the Personal Digital Finance Division at NongHyup Bank, stated, "Through this advancement, we will provide more sophisticated and intelligent consultation services at customer touchpoints," adding, "We aim to establish a truly customer-centric digital consultation system and become a leading model for financial contact centers in Korea."
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