Toss Bank Introduces AI Chat Agent for All Customers, Reducing Consultation Time by 90%

Toss Bank: “Resolving Issues in the Safest and Most Intuitive Ways”

Toss Bank announced on October 7 that it has introduced an “AI Chat Agent” for all customers, which handles card delivery inquiries—frequently asked by customers—and even card loss reports through conversational interactions.

With the introduction of the AI agent, the consultation time, which typically took more than 5 minutes when connecting with a representative, has been reduced by about 90% to approximately 30 seconds. In a survey conducted last week for customers who completed consultations from September 27, satisfaction was nearly twice as high compared to the previous chatbot.

Unlike the existing chatbot, which responded based on fixed scenarios, the Toss Bank AI Chat Agent is a financial AI consultation bot powered by generative AI. It accurately understands customers’ natural language and converses in context.

For example, if a customer asks routine questions like, “When will the card I applied for yesterday arrive?” or “Can I pay my deferred transportation fare right now?” the AI determines the customer’s intent, provides updates on card delivery status, or checks the deferred transportation records and immediately connects to the payment screen.

Even for tasks requiring identity verification, customers no longer need to enter sensitive personal information directly in the chat. Instead, Toss Bank’s security authentication screen is immediately linked, allowing customers to quickly complete card loss reports and suspensions within the conversation after simple app authentication.

In cases of emergencies such as voice phishing or financial fraud, or when there is a risk of misguidance or the conversation becomes lengthy, the customer is connected to a representative. Another feature is that customers do not need to repeat the information already shared with the AI.

A Toss Bank representative stated, “Our goal was to provide a seamless financial experience in the chat window, covering everything from card delivery inquiries to card loss reports, without the need to navigate menus or wait,” and added, “We will continue to deliver innovations that resolve customer issues in the safest and most intuitive ways, exactly when they need it the most.”

Toss Bank Headquarters, Gangnam-gu, Seoul. Photo by Jinhyung Kang aymsdream@

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