KB Kookmin Card announced on June 10 that it has introduced a hybrid chatbot integrated with generative artificial intelligence (AI) to enhance its digital consultation services.
The new chatbot combines the reliable operational capabilities of existing chatbots with the natural language understanding and generation abilities of generative AI, improving consultation quality and customer convenience.
KB Kookmin Card has implemented the upgrade in three phases. First, the generative AI automatically corrects typos and unconventional expressions in customer inquiries, which has improved the response rate to questions previously misunderstood by the existing chatbot. As a result, the chatbot can now handle 68.9% of previously difficult customer inquiries effectively.
Additionally, when customers input multiple questions at once, the generative AI analyzes and categorizes the inquiries for response. The company has also introduced technology to minimize AI hallucinations, achieving over 99% accuracy in responses. The remaining 1% is managed through standard guidance methods to enhance service reliability.
Looking ahead, KB Kookmin Card plans to apply generative AI to its voice consultation service, known as the call bot. The company also intends to implement a 'Customer Needs Preliminary Analysis System' to automatically analyze and categorize customer consultation intents, providing tailored responses from the initial stages of consultation.
A representative from KB Kookmin Card stated, "Based on the AI technology capabilities accumulated through this upgrade, we will continue to expand related features to ensure that customers can utilize consultation services more conveniently and naturally."
* This article has been translated by AI.
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