KakaoBank's Conversational AI Service Surpasses 1 Million Users in 100 Days Since Launch

Over 10,000 New Users Join Daily
Younger Generation Prefers "AI Search," While Middle-Aged and Older Adults Favor "AI Financial Calculator"
Expanding Search Capabilities and Strengthening Integration Between Services
"Establishing Itself as a Financial Partner"

KakaoBank's "Conversational AI Service" surpassed 1 million cumulative users in just about 100 days since its launch. On average, more than 10,000 new users are joining the service each day. Industry observers note that KakaoBank's AI-based customer service is now firmly taking root.

KakaoBank launched "AI Search," the first conversational search service in the financial sector, in May, and in June introduced "AI Financial Calculator," the only generative AI-based financial calculation service in Korea. Currently, the company operates these two "conversational AI services."

"AI Search" is a service where AI provides guidance on everything from KakaoBank product information to basic financial knowledge in a conversational manner. "AI Financial Calculator" helps users easily perform everyday financial calculations, such as savings, installment savings, loans, and foreign exchange rates.

The key to the service's popularity is believed to be its high accessibility, making it easy for anyone to use. A KakaoBank representative explained, "If customers ask questions as if talking to a friend, the AI responds in an easy-to-understand way," adding, "The fact that even teenagers or seniors with limited financial knowledge can use the service without burden is receiving a positive response."

User patterns by age group were clearly distinct. "AI Search" is mainly used by those in their 20s or younger (38%) and those in their 30s (22%), establishing itself as a financial partner for the younger generation. In fact, about 30% of "AI Search" users receive product recommendations through searches and proceed to the service page, resulting in actual usage.

The most frequently searched topic through "AI Search" was how to use the "Livelihood Recovery Consumption Coupon" distributed by the government in July. On the launch day, July 21, alone, there were 80,000 inquiries about this. Among teenage customers, the rate of asking everyday financial questions such as "How are savings and installment savings different?" or "What is an interest rate?" was more than three times higher than other age groups, rather than questions about KakaoBank's financial services.

In contrast, "AI Financial Calculator" was used more frequently by those in their 40s (29%) and those aged 50 and above (29%), with these two groups accounting for nearly 60% of users, indicating that middle-aged and older adults use it more often. In response, KakaoBank expanded the service by adding more complex calculation features, such as pension calculation, compound interest calculation, and MMF box calculation.

Going forward, KakaoBank plans to broaden the range of financial information available through "AI Search," while also strengthening the technical integration between the two services so that questions that cannot be resolved by the "AI Financial Calculator" can be answered via "AI Search."

KakaoBank stated, "Conversational AI services are becoming established as a 'financial partner' that helps customers access financial information more easily and quickly," adding, "We will continue to provide differentiated financial experiences through innovation based on AI technology." (End)

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