Hana Bank Automates Marketing and FX Reviews to Boost Efficiency

Hana Bank said it is expanding the use of artificial intelligence across operations, from branch sales to customer service. 

To raise marketing productivity for branch staff, the bank introduced an AutoML (Auto Machine Learning)-based service that recommends marketing targets. It goes beyond product suggestions by analyzing each customer’s preferences and financial usage patterns to propose the most effective marketing approach. 

The bank is also applying AI to foreign exchange work. It said it can automatically draft initial opinions for spot FX limit applications, aiming to improve both processing speed and accuracy. An AI asset-diagnosis service linked to its MyData platform is designed to help branch employees provide more precise wealth-management consulting. 

Customer-facing AI services are also being upgraded. The bank’s AI service that predicts overseas remittance processing times is intended to reduce uncertainty over how long transfers will take by calculating multiple variables and providing an estimated time in advance.

With foreigners accounting for more than 5% of South Korea’s population, Hana Bank said it is strengthening related services. One example is a real-time multilingual chat counseling service within the HanaEZ app, which uses multilingual AI to help foreign customers receive financial consultations and improve satisfaction among new users.