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Linking Separate Channels and Services Strengthening Consultation Completeness and Handling Actual Tasks
KT will upgrade Woori Bank's chatbot and consultation bot systems to run on artificial intelligence agents, aiming to build an "agentic AICC" (AI Contact Center) environment in which AI supports not just basic inquiries but the actual handling of banking tasks.
KT (030200.KS) said on the 31st that it had been selected as the contractor for Woori Bank's "AI chatbot and consultation bot rebuilding" project and would begin building the AI-based customer consultation system.
The core of the project is linking AI Banker, which provides AI-based financial consultations, with AI agents. The goal is to identify customer intent more accurately and improve the completeness of inbound consultations, while expanding the use of AI to outbound calls and branch consultations.
KT will apply a new solution called Agent Connector to the project. The solution connects different channels and services — chatbots, consultation bots, AI Banker and AI agents — and carries over the context and information from a customer's consultation. Even if a customer moves to a different channel during a consultation, the service can continue based on the earlier exchange, and the solution works with AI agents to handle the actual tasks arising from customer inquiries.
KT operates AICC solutions at four of South Korea's five major commercial banks, building up experience in constructing customer consultation systems for the financial sector. Kim Sun-woo, head of Woori Bank's AI and data business division, said the project is expected to improve the accuracy with which AI chatbots and consultation bots classify customer intent and to strengthen the completeness of inbound and branch consultations. "We will reduce the inconvenience customers experience during consultations and provide faster and more consistent financial services," Kim said.
Kim Won-tae, executive vice president at KT, said AI chatbots and consultation bots in the financial sector are evolving beyond simple inquiry guidance toward understanding customer needs and supporting the actual handling of tasks. "Based on the AICC construction and operating experience we have accumulated in the financial sector and our AI capabilities, we will support Woori Bank's customer consultation innovation and lead the spread of agentic AICC-based financial AX," Kim said.
Original reporting by Kim Ki-hyuk for Seoul Economic Daily.
AI-translated from Korean. Quotes from foreign sources are based on Korean-language reports and may not reflect exact original wording.
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