KB Kookmin Card AI-Based Chatbot 'Q.D 3.0' Service Launches

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[Asia Economy Reporter Yu Je-hoon] KB Kookmin Card announced on the 19th that it has launched an upgraded version of its AI-based chatbot service Qd, called 'Qd 3.0,' which enhances personalized services and consultation accuracy.

Qd 3.0 is a service that enables one-stop responses and processing of various card-related inquiries occurring within the KB Kookmin Card mobile home application, based on artificial intelligence algorithms.

With this chatbot upgrade, it has become possible to offer various customized benefits and service proposals tailored to individual customers, and real-time chatbot consultations are provided via web without the need for separate app installation through text messages (LMS/SMS). In particular, by applying the latest natural language processing dialogue model, the accuracy of consultations?previously pointed out as a weakness in chatbot services across the financial sector?has been significantly enhanced.

Through this service advancement, the scope of personalized services using chatbot-linked targeted marketing functions such as ▲floating messages (messages floating on the screen) and ▲talk banners (personalized banners within the chatbot) has been expanded.

Floating messages and talk banners are representative personalized services linked to the chatbot that provide real-time guidance on customized benefits and services when accessing the KB Kookmin Card app and chatbot, respectively. Unlike the previous format that provided only one notification per existing customer, various proposals can now be made to the same customer through rotation of messages and banners. Accordingly, customers can quickly receive multiple customized benefits and services simply by accessing the KB Kookmin Card app or chatbot without additional procedures.

The mobile web-based outbound chatbot consultation service allows easy chatbot consultation without installing a separate app and supports zero-wait one-stop self-closing for tasks such as ▲card usage registration ▲automatic renewal of credit and check cards ▲reshipment of returned cards ▲updating billing statement addresses ▲app push re-registration.

Target customers receive outbound chatbot access links (URLs) for each task via text messages (LMS/SMS) along with guidance phrases, and complete transactions (consultations) immediately after accessing the chatbot. The scope of supported tasks will be continuously expanded based on service operation progress.

Qd 3.0, which applies the latest natural language processing dialogue model, has greatly improved the success rate of intent analysis for customer input utterances (questions), and it is expected to actively resolve concerns about consultation accuracy, which has been pointed out as a weakness in chatbot consultations across the financial sector.

A KB Kookmin Card official stated, "We expect that this chatbot service advancement will significantly enhance customers' convenience in using cards and accessibility to consultations," adding, "We will continue to expand the use of AI technology through analysis of customer consultation types and make various efforts to transform the chatbot service into an intelligent mobile concierge service (customized service tailored to customer preferences)."

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