Woori Bank is enhancing its AI consultation system using generative artificial intelligence (AI).
On August 4, Woori Bank announced the launch of its 'AI Chatbot and Consultation Bot Reconstruction Project' aimed at improving customer consultation convenience.
The core of this initiative is the development of a 'hybrid AI consultation bot' that combines the existing scenario-based consultation method with generative AI. Routine tasks will be guided through predetermined procedures, while complex inquiries will be addressed by generative AI analyzing customer intent.
The bank will also introduce 'multimodal consultation,' allowing customers to receive voice guidance over the phone while simultaneously handling tasks such as agreeing to terms, verifying documents, and issuing certificates via their smartphone screens.
Additionally, the AI chatbot currently operating on the Woori WON banking platform will be revamped. Customers presently select consultation areas such as savings, loans, and subscriptions, but in the future, AI will analyze the questions and automatically connect them to the relevant consultation area.
Woori Bank plans to officially launch the project this month, with the first phase of services expected to debut in December. The second phase is scheduled for implementation in May next year.
Kim Sun-woo, head of Woori Bank's AI Data Business Division, stated, "By combining a proven consultation system with generative AI, we aim to enhance the autonomy and completeness of customer consultations. We will advance the AI consultation system to make it easier and more convenient for customers to access financial services."
* This article has been translated by AI.
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