"I want to increase my transfer limit. What should I do?"
When asked this on KB Kookmin Bank's mobile banking app, KB Star Banking, the AI consultation service, KB AI, responded, "Personal customers can increase their transfer limits based on the security measures they currently use."
It also noted that for higher limits, customers may need to visit a branch to obtain a physical one-time password generator (OTP) or submit supporting documents in some cases.
When I asked, "Can you tell me the location of a Kookmin Bank branch near Jamsil Station?" KB AI suggested checking the exact location and business hours, guiding me directly to the 'Find Branch/ATM' menu. This allows customers to find the financial information they need through conversation without navigating multiple screens.
On September 17, KB Kookmin Bank introduced KB AI, which utilizes generative AI in the KB Star Banking app. Although still in the pilot phase, it is designed to handle everything from simple searches to product information, account inquiries, and actual financial transactions within a single chat window.
KB AI analyzes the meaning and context of questions posed in everyday language, retrieving relevant information from the KB Star Banking menu, financial products, and frequently asked questions (FAQs). Unlike traditional mobile banking, where customers needed to know menu locations, KB AI allows users to access desired functions simply by typing their requests.
The process of finding products is also conversational. When I typed, "I want to deposit 50 million won for a year; can you tell me about suitable fixed deposits and interest rates?" I received a response in less than 10 seconds.
KB AI presented available products and explained example interest rates, base rates, and customer-specific rates based on a 12-month term. It also provided a caution that actual rates may vary depending on market conditions. Notably, it calculated the after-tax interest results based on a general tax rate of 15.4% for a 50 million won deposit over 12 months.
When I asked, "I want to invest 50 million won for a year," it introduced various short-term liquidity products, including savings accounts and money market funds, as well as bond and mixed funds. It helped narrow down options based on factors like risk tolerance, intended use of funds, and the importance of after-tax returns.
Actual financial transactions are also possible. When I typed, "Show me last month's check card usage," it connected me to the card usage inquiry, and when I said, "Send 100,000 won to my son," it initiated the transfer process.
KB Kookmin Bank is also expanding AI capabilities for foreign customers. Since June, it has implemented AI translation features in KB Star Banking, offering multilingual services for the issuance of the 'KB Kookmin Certificate.' Recently, it has made the 'KB Star Banking Membership Registration' service available in multiple languages, supporting customers from account opening to certificate issuance. The number of supported languages has increased from 11 to 16.
A representative from KB Kookmin Bank stated, "We hope this service will make it easier and more convenient for customers to access financial services. We will continue to integrate AI technology into various financial services to provide new financial experiences."
In addition to customer-facing services, KB Kookmin Bank is also expanding AI use in internal operations. It has established an 'AI CoE' to lead AI agent development by assigning dedicated personnel to each business group and incorporating AI utilization metrics into organizational and individual evaluations. The bank has also introduced an 'AI Academy' to cultivate specialized AI talent and an 'AI Challenge Program' to share AI usage experiences and best practices among all employees.
* This article has been translated by AI.
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