A Monthly Record of 53,000 Cases in January... Surge in Non-Face-to-Face Inquiries Due to COVID-19
Handled a Total of 440,000 Inquiries Last Year... 56% Increase Compared to the Previous Year
[Asia Economy Reporter Song Hwajeong] It has been revealed that securities firms' chatbot services have seen a surge in usage amid the stock market boom and the COVID-19 pandemic.
Daishin Securities announced on the 5th that inquiries through its chatbot service, Benjamin, surpassed 53,000 in January alone, marking the highest monthly number of inquiries ever recorded. The average daily inquiries reached 1,710.
The total number of inquiries handled by Benjamin throughout last year exceeded 440,000, representing an approximately 56% increase compared to the previous year. This surge is attributed to the booming market since March last year and the spread of COVID-19, which led to a sharp rise in non-face-to-face inquiries.
The largest portion of inquiries through Benjamin involved online trading platforms such as Home Trading Service (HTS) and Mobile Trading Service (MTS), securities-related tasks including fees, and overseas stock investment.
The growth of Benjamin also contributed to the increase in chatbot users. Benjamin is the industry's first conversational chatbot utilizing artificial intelligence, characterized by its ability to learn and improve autonomously through machine learning technology.
When Benjamin was first developed, it could respond to 765 areas related to simple tasks such as account management and public certification guidance. However, it has now advanced to handle over 2,000 areas. Benjamin continues to expand its scope from tasks like public offering subscription and credit loans to personalized stock recommendations and investment products tailored to each customer.
Ahn Seokjun, Head of Smart Biz Promotion Department, said, “As non-face-to-face investing becomes more active, customer inquiries using Benjamin are increasing,” adding, “We will continue to expand Benjamin’s service areas from simple tasks to more advanced operations.”
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