KB Insurance Introduces "AI Complaint Resolution Assistant" Using Generative AI

On November 3, KB Insurance announced that it has introduced the "AI Complaint Resolution Assistant" service, which utilizes generative artificial intelligence (AI) technology.

The "AI Complaint Resolution Assistant" is an AI agent service that independently analyzes customers' recorded call data, automatically classifies the types of complaints, and promptly provides handling guides tailored to each complaint type. It is expected to resolve customer issues more quickly and accurately, thereby significantly enhancing the perceived quality of service.

The AI Complaint Resolution Assistant analyzes and classifies complaint types based on recorded information received at the call center, and provides real-time pop-up information on handling methods, relevant departments, and contact persons for each complaint type. This enables complaint handlers to more accurately and rapidly identify customer requests and complaint handling information, allowing them to process complaints according to consistent standards. Feedback entered on-site is immediately reflected in AI learning, continuously improving accuracy and reducing errors that may occur during customer interactions. As a result, the company expects to achieve both speed and accuracy in complaint handling.

KB Insurance plans to further advance the AI Complaint Resolution Assistant into a "One-Stop Complaint Handling Service" that specifically presents handling methods and related laws and regulations for each complaint type. The company also plans to develop an automated form provision system and an on-site form management system necessary for complaint handling.

A KB Insurance representative stated, "We expect that the newly introduced 'AI Complaint Resolution Assistant' will enable us to address a wide range of customer issues more quickly and accurately," adding, "KB Insurance will continue to actively utilize digital technology to further develop a customer-centric complaint response system."

In September, KB Insurance launched the "Car Accident Fault Ratio Guidance AI Agent" service, which independently analyzes reported car accident details and automatically calculates the expected fault ratio. Last month, the company also introduced the "Call Center Consultation Support AI Agent," which automatically summarizes previous consultation records for customers with prior interactions, enabling more continuous and consistent service. This AI agent is currently being used in daily operations.

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