Kbank Builds Dedicated "AI Assistant" for Customer Center
Kbank announced on the 11th that it has built an AI (artificial intelligence) assistant system dedicated to its customer center. The bank explained that it has applied AI technology throughout the entire consultation process, thereby improving both consultation efficiency and quality at the same time.
According to Kbank, the AI assistant analyzes in real time the content handled by customer service agents, automatically identifies the intent behind customer inquiries, searches and summarizes internal knowledge accumulated in the Knowledge Management System (KMS), and generates recommended answers. Previously, customer service agents had to analyze the consultation content themselves and organize answers, which could lengthen consultation time and cause variations in response quality depending on each agent's capabilities.
Kbank stated that, with the introduction of this system, customer service agents can now refer to and utilize AI-generated answers, making it possible to provide consistent consultations even when the agent changes. The method in which employees manually updated information when events, notices, or product details changed has also been improved. Currently, all product information is linked to the system, so any changes are automatically reflected in real time.
This AI system was built using a finance-specialized private large language model (LLM) that Kbank introduced internally in February last year. By quickly searching and summarizing the vast amount of information within the KMS, the AI reduces the workload of customer service agents and improves the speed of customer response. Kbank explained that, since its introduction, the average handling time per consultation has been reduced by more than one minute compared with the previous level.
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A Kbank official said, "This AI assistant system goes beyond the simple introduction of a system and changes the very way financial consultations should be provided," adding, "We will continue to create a consultation environment that protects customers' time by providing accurate answers and shortening consultation times."
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