KT Completes Construction of Next-Generation Artificial Intelligence Contact Center for NH NongHyup Bank

*This content was translated by AI.

KT announced on the 10th that it has completed a project to build a next-generation AICC (Artificial Intelligence Contact Center) for NH NongHyup Bank, valued at 40 billion won.

This project was launched to shift the consultation systems of all nationwide Nonghyup Banks and mutual financial institutions to an AI-based model, thereby improving customer service quality and consultation operational efficiency. The number of tasks that AI can handle directly without connecting to a consultant was expanded from 45 to 180, and consultation processing time was shortened by approximately 20%.

KT and NH NongHyup Bank built the next-generation consultation environment focusing on strengthening AI service experience, optimizing customer journeys based on data, advancing support tasks for consultants, and standardizing operational management tasks.

In particular, the AI callbot was integrated with NH NongHyup Bank's core business systems to enable it to handle not only simple inquiries but also actual financial transactions. The AI callbot retrieves customer information and account details and handles tasks directly without connecting to a consultant. The number of tasks that AI can process increased fourfold from 45 to 180.

STT (Speech-to-Text) accuracy was also improved from approximately 90% previously to the level of 97%. As a result, customer wait times and consultation processing times were shortened by about 20% compared to before, and the workload for consultants was reduced.

An AICC operation portal that manages all consultation channels in one place was also built. It integrates and manages multiple channels beyond traditional phone consultations, including video consultations, chat, and email, allowing customer information and consultation histories that were previously scattered to be viewed on a single platform.

KT transferred the large-scale data held by NH NongHyup Bank to a new integrated platform and also optimized the AI consultation service and operational environment. It also laid the groundwork to utilize accumulated consultation data for analyzing customer opinions and improving services.

Red Sea's KT AX Business Division Senior Executive Vice President of AX Proposal and Lee Haeng-bon (Director) stated, "Through close cooperation with NH NongHyup Bank, we successfully built a next-generation AICC environment," and added, "Based on our accumulated experience in financial AX execution and AICC technical capabilities, we will innovate the experiences for both customers and consultants and develop into an AICC model that can lead AI consultations in the financial industry."

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*This content was translated by AI.