KT (030200.KS) has completed a project to build a next-generation AI contact center (AICC) for NH NongHyup Bank.
Through the roughly 40 billion won ($29 million) upgrade project, KT has converted the consultation systems of NongHyup Bank branches and mutual finance operations nationwide to an AI-based platform, the telecom industry said on the 11th.
KT linked an AI call bot to NH NongHyup Bank's core operating systems, enabling it to look up customer and account information and to carry out actual transactions.
The number of tasks the AI handles directly, without connecting to a human agent, expanded to 180 from 45, while speech-to-text (STT) accuracy rose to about 97% from around 90%. As a result, customer wait times and call handling times were cut by about 20% compared with before, and the workload on human agents was reduced.
KT also built an AICC operations portal that can manage various consultation channels — including video consultation, chat and email — in an integrated way. By reorganizing the operations management framework so that previously scattered customer information and consultation histories can be managed on a single platform, the company strengthened the continuity and consistency of customer service.
The project also laid a foundation for using accumulated consultation data to analyze customer feedback and improve services. In building out the overall next-generation AICC infrastructure, KT also migrated the large volume of data NH NongHyup Bank already held to the new integrated platform.
The two companies plan to further expand AI- and data-driven consultation innovation based on their experience from this project. They intend to continuously strengthen AI consultation capabilities, such as AI call bots and generative-AI consultation support services, and to advance a customized customer experience management framework using consultation data, jointly driving AI consultation innovation in the financial sector.
Hong Hae-cheon, head of KT's AX Proposal and Implementation Division within the AX Business Group, said the next-generation AICC environment was successfully built through close cooperation with NH NongHyup Bank. Based on its accumulated experience in financial AX projects and its AICC technology, KT will innovate the experience of both customers and agents and develop the platform into an AICC model that can lead AI consultation in the financial sector, he added.
