KB Kookmin Card Launches Chatbot Service 'Q.D 2.0'... "Enhanced Personalized Consultation"

Chatbot Consultation Available on Livemate App
Personalized Services Including Financial Scheduler Introduced

[Asia Economy Reporter Ki Ha-young] KB Kookmin Card announced on the 11th that it will expand the consultation scope of its AI-based chatbot service 'Qd' and introduce 'Qd 2.0' with added personalization features.

With this upgrade, the channels available for chatbot consultations will expand from the existing KB Kookmin Card Mobile Home Application to the 'Liiv Mate' app, and it is planned to be applied to the KB Kookmin Card shopping mall app in the future.

The number of instant Q&A type consultations, such as payment amount inquiries, will increase from about 1,500 types to about 2,000. Advanced consultations involving linked transactions, such as immediate withdrawal payments and changing payment accounts, have expanded from 77 tasks to all tasks available on the Mobile Home app.

Additionally, a sliding popup consultation feature has been introduced, allowing about 30 frequently consulted tasks such as ▲usage limits ▲points and mileage ▲coupons and vouchers to be handled through popup screens appearing in the chat window.

Through this upgrade, KB Kookmin Card also added various personalized services such as ▲financial scheduler ▲personalized menu ▲linkage between text messages and chatbot consultations. The financial scheduler analyzes customers' card usage history and provides guidance on financial tasks and major schedules expected to be needed within the next 14 days, such as card usage performance, usage limits, and card payment, and suggests related consultations.

For the chatbot menu personalization feature, customer consultation history is analyzed in real time to prioritize and display menus frequently used by customers, such as card usage consultations and benefits consultations, upon chatbot access.

Based on analysis of card usage behavior and consultation history, floating messages and talk banners are used to present necessary services and benefits to customers and guide customized card products and events.

Customers who require additional consultation regarding text messages received on their mobile phones can connect from the text message to the chatbot consultation screen to proceed with the desired consultation and transactions.

A KB Kookmin Card official said, "We will continuously enhance big data analysis of customer consultation types and the utilization of AI technology to ensure that the chatbot service becomes a spearhead for customer-tailored consultations and hyper-personalized marketing through various efforts."