Paengpaengi AI Call Center

"Even healthy people end up with high blood pressure.""Elderly people cannot handle tasks no matter how many times they try.""You only get connected to a counselor when you are about to explode.""What is the Financial Supervisory Service doing?" These are the reactions from readers to our special report on the 'Spinning AI Call Center.' It clearly shows how much frustration financial consumers have accumulated regarding AI counselors. Around 2019, major domestic credit card companies and banks changed their systems to prioritize AI counselors in customer service. Despite investing hundreds of billions of won and advancing the technology, smooth consultations like those with human counselors are still far from reality, and even problem resolution remains difficult. Moreover, as AI adoption has been used as a reason to reduce human counselor staff, financial consumers face the hardship of spending more time trying to connect with human counselors. Elderly people, who are vulnerable to di

Editor's Note“It’s a ‘person,’ not AI, dear customer. How can I assist you?” Call centers, which everyone has likely used at least once, have transformed from places where agents kindly answered calls and resolved issues into inconvenient spots for financial consumers. The emergence of incomplete ‘Artificial Intelligence (AI) consultation services’ has ironically delayed the problem-solving process and increased the time financial consumers experience. This is the irony arising from financial sectors such as banks and card companies replacing human call center agents with AI consultation services. Accordingly, Asia Economy aims to explore the inside story of financial company call centers from various perspectives including financial consumers and workers. “Ironically, while every step to induce loans is being advanced to allow financial consumers to handle things very easily, both financial consumers and workers (human call center agents) have to endure inconveniences in consultation

Editor's Note“It’s a ‘person,’ not AI, dear customer. How can I assist you?” Call centers, which everyone has used at least once, have transformed from places where agents kindly answered calls and resolved issues into inconvenient spots for financial consumers. The incomplete ‘Artificial Intelligence (AI) consultation service’ has emerged, but ironically, the problem-solving procedures and time experienced by financial consumers have only been delayed. This irony arose as banks, card companies, and other financial institutions replaced human agents in call centers with AI consultation services. Accordingly, Asia Economy aims to look into the inside story of financial company call centers from various perspectives, including those of financial consumers and workers. “Please say the service you want, like ‘card issuance.’”“Card cancellation!”“Please say that again.”“Card cancellation!”“Please say that again.”“Connect to an agent!”“If you are an individual member, say ‘individual’; if a

Editor's Note“It’s a ‘person,’ not AI, dear customer. How can I assist you?” Call centers, which everyone has used at least once, have transformed from places where agents kindly answered calls and resolved issues into inconvenient spots for financial consumers. With the emergence of the unfinished ‘Artificial Intelligence (AI) consultation service,’ the problem-solving process and time perceived by financial consumers have only been delayed. This irony has arisen as banks, card companies, and other financial institutions replace human agents in call centers with AI consultation services. Accordingly, Asia Economy aims to look into the inside story of financial company call centers from various perspectives, including financial consumers and workers. “Nowadays, after customers get frustrated from going around in circles with AI chatbots and voice bots, we have to be careful even about breathing.” Hyun Jin-ah (43, female), Ban Soon-geum (50, female), and Kwon Young-woo (49), call cente

Editor's Note“It’s a ‘person,’ not AI, dear customer. How can I assist you?” Call centers are places everyone has used at least once, and financial company call centers used to have agents who kindly answered calls and solved problems. However, they have gradually become inconvenient places for financial consumers. With the emergence of incomplete 'Artificial Intelligence (AI) consultation services,' the problem-solving process and time experienced by financial consumers have actually been delayed. This is the irony that has arisen as banks, card companies, and other financial sectors replace human call center agents with AI consultation services. Accordingly, Asia Economy aims to look into the inside story of financial company call centers from various perspectives, including financial consumers and workers. Over the past five years, the number of call center agents at major domestic card companies has decreased by about 2,300. This phenomenon has emerged as AI-based consultation se

Editor's Note“It’s a ‘human,’ not AI, dear customer. How can I assist you?” Call centers, which everyone has used at least once, have transformed from places where friendly agents promptly solved problems into inconvenient spots for financial consumers. With the emergence of incomplete ‘Artificial Intelligence (AI) consultation services,’ the problem-solving process and time perceived by financial consumers have only been delayed. This irony arose as banks, card companies, and other financial institutions replaced human agents in call centers with AI consultation services. Accordingly, Asia Economy aims to look into the inside story of financial company call centers from various perspectives, including financial consumers and workers. Although the financial sector is rushing to introduce Artificial Intelligence (AI) services for call center customer consultations, research shows that what financial consumers truly need is ‘human agents.’ In particular, regardless of age group, respond

Editor's Note“It’s a ‘person,’ not AI, dear customer. How can I assist you?” Call centers, which everyone has used at least once, have long been places where agents kindly answered calls and resolved issues. However, financial company call centers have gradually become inconvenient for financial consumers. The incomplete ‘Artificial Intelligence (AI) consultation service’ has ironically delayed the problem-solving process and increased the time it takes for financial consumers. This is the irony that emerged as banks, card companies, and other financial institutions replaced human call center agents with AI consultation services. Accordingly, Asia Economy aims to explore the inside story of financial company call centers from various perspectives, including financial consumers and workers. About half of people in their 30s and 40s, who are considered the ‘backbone’ of the Korean economy, expressed willingness to switch financial companies due to inconvenient call center consultations s

Editor's Note“It’s a ‘person,’ not AI, dear customer. How can I assist you?” Call centers, which everyone has used at least once, have long been places where friendly agents answered calls and resolved issues. However, financial company call centers have gradually become inconvenient for financial consumers. The incomplete ‘Artificial Intelligence (AI) consultation service’ has emerged, but ironically, the problem-solving process and time perceived by financial consumers have only been delayed. This is the irony that has arisen as banks, card companies, and other financial sectors replace human agents in call centers with AI consultation services. Accordingly, Asia Economy aims to look into the inside story of financial company call centers from various perspectives, including financial consumers and workers. Although the financial sector makes large-scale investments in artificial intelligence (AI) every year, the satisfaction level of financial consumers with call center AI consulta

Editor's Note“It’s a ‘person,’ not AI, dear customer. How can I assist you?” Call centers, which everyone has used at least once, have long been places where friendly agents answered calls and resolved issues. However, financial company call centers have gradually become inconvenient for financial consumers. The introduction of incomplete ‘Artificial Intelligence (AI) consultation services’ has ironically delayed the problem-solving process and increased the time consumers experience. This is the irony that emerged as banks, card companies, and other financial institutions replaced call center agents with AI consultation services. Accordingly, Asia Economy aims to look into the inside story of financial company call centers from various perspectives, including financial consumers and workers. # Office worker Kim Ji-hye (31, female) had an unpleasant experience when she contacted a card company call center after a long time. She wanted to speak directly with a human agent regarding her