KT said on the 10th that it successfully completed a project to build a next-generation AI contact center (AICC) for NongHyup Bank.
The $40 billion won project was promoted to convert the counseling systems of NongHyup Bank branches nationwide and mutual finance institutions to an artificial intelligence (AI) base, strengthening customer response quality and consultation operation efficiency.
KT linked the AI call bot with NongHyup Bank's core business systems so it can not only look up customer and account information but also handle actual tasks. It expanded the tasks handled directly by AI without connecting to an agent from 45 to 180 and raised speech recognition (STT) accuracy from about 90% to around 97%. As a result, customer wait times and consultation processing times were shortened by about 20% compared with before, and agents' workloads also decreased.
It also built an AICC operations portal that can centrally manage various consultation channels such as video consultation, chat, and email. By overhauling the operations management system so that dispersed customer information and consultation histories can be managed on a single platform, it strengthened continuity and consistency in customer responses. It also laid the groundwork to use the accumulated consultation data for analyzing customer opinions and improving services.
Hong Hae-cheon, head of KT's AX Proposal/Execution Division in the AX Business Unit (executive director), said, "We successfully built a next-generation AICC environment through close cooperation with NongHyup Bank," and added, "Based on KT's accumulated financial AX execution experience and AICC technological capabilities, we will innovate the experiences of both customers and agents and develop this into an AICC model that can lead AI consultations in the financial sector."