KT has been chosen as the contractor for Woori Bank's project to rebuild its AI chatbot and consultation bot systems, marking the start of a new AI-based customer consultation system. The company plans to implement its new solution, 'Agent Connector,' to create an integrated 'Agentic AICC' environment that connects chatbots, consultation bots, AI bankers, and AI agents.
On August 31, KT announced that it will enhance the infrastructure of Woori Bank's non-face-to-face customer consultation channels, including chatbots and consultation bots, while expanding the scope of services by linking them with AI bankers and AI agents to provide AI-based financial consultations.
This initiative aims to improve the accuracy of understanding customer intent during consultations and enhance the completeness of inbound consultations, while also broadening the use of AI in outbound consultations and branch consultations.
The core of this project is the new solution, Agent Connector. This tool connects different channels and services, such as chatbots, consultation bots, AI bankers, and AI agents, facilitating the continuity of customer consultation context and information. Even if customers switch channels during the consultation process, they will receive seamless service based on previous interactions, with the structure supporting actual task processing related to customer inquiries through AI agents.
KT has built and operated AICC solutions for four out of the five major banks in South Korea, gaining experience and expertise in developing customer consultation systems in the financial sector. In this project, KT plans to redesign Woori Bank's chatbot and consultation bot systems by combining its AICC capabilities and AI voice and conversation technologies with the Agent Connector, thereby increasing the utilization of AI-based consultation services across all customer touchpoints.
Kim Won-tae, Executive Vice President of KT's Public and Financial Business Division, stated, 'AI chatbots and consultation bots in the financial sector are evolving beyond simple inquiry guidance to understand customer needs and support actual task processing. KT will leverage its accumulated experience in AICC construction and operation, along with its AI technology, to support Woori Bank's customer consultation innovation and lead the expansion of Agent AICC-based financial AX.'
* This article has been translated by AI.
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