Consultations Continue Even When Channels Change... NH Nonghyup Bank Builds Next-Generation Contact Center

Advancing AI Callbot Capabilities, Introducing Generative AI Consultation Support
Creating an Omnichannel Environment That Seamlessly Connects Consultation Channels

NH Nonghyup Bank announced on August 12 that it has built a next-generation contact center in collaboration with Nonghyup Cooperative Finance and KT through joint investment.

On the 10th, attendees took a commemorative photo after the conclusion report meeting for the next-generation contact center modernization at the NH Nonghyup Bank headquarters in Jung-gu, Seoul. Photo by NH Nonghyup Bank

This project was launched in July last year to create an artificial intelligence (AI) and data-driven consultation environment. The company fully rebuilt its existing internet protocol-based contact center (IPCC) and AI-based contact center (AICC), and implemented a next-generation consulting environment focused on advancing AI callbot capabilities, introducing a generative AI-based consultation support system, and providing integrated consultations linked to the customer journey.

Simple and repetitive inquiries are now handled swiftly by the AI callbot, reducing the waiting time for customers to be connected to a consultant. During consultations, AI is used to provide consultants with the necessary information in real time. In addition, tasks such as automatic summarization of consultation details and customized answer recommendations have improved work efficiency.

Furthermore, an omnichannel environment has been created that organically connects various consultation channels such as the automated response system (ARS), video consultations, and AI callbots. This allows consultation history and inquiries to be managed from the perspective of the customer journey. As a result, customers can seamlessly continue their consultations even if they switch between channels.

Hyunju Park, Deputy President of the Personal Banking Division, said, "Through this project, we have laid the foundation for a customer value center that goes beyond simply responding to customer inquiries, enabling AI and consultants to work together to support customers throughout their financial journeys."

This content was produced with the assistance of AI translation services.