IBK Corporate Bank Enhances 'AI Voice Bot' Service... "First in Banking Sector to Apply Generative AI Technology"

Enhancing Customer Service Consultation Quality

On December 4, IBK Corporate Bank announced that it has enhanced its AI voice bot consultation service, "IBK Baro," by incorporating generative AI technology for the first time in the banking sector.

IBK Corporate Bank Headquarters, Euljiro, Jung-gu, Seoul. Industrial Bank of Korea

IBK Baro is an AI-based customer consultation service introduced in 2023. The voice bot has been handling notification work for customers, such as overdue and maturity notices, as well as providing product information.

The core of this service enhancement is the integration of finance-specialized generative AI into the voice bot, enabling more natural and accurate responses than before.

As a result, the quality of customer inquiry consultations has improved. The service scope has expanded beyond simple notifications to include more complex consultation work, such as conducting surveys, identity verification, and complete sales checks.

An IBK Corporate Bank representative stated, "With the application of generative AI technology, the voice bot can now provide responses that are closer to those of a real consultant," adding, "We plan to continue expanding the application of AI technology to further enhance customer convenience."

In September, IBK Corporate Bank also introduced "Consultation Support AI," which analyzes customer conversations in real time, suggests anticipated questions and answers, and summarizes consultation content, as part of its ongoing efforts to innovate customer consultations using AI technology.

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