AI Handles Call Center Consultations Without Waiting... Hana Bank Launches 'AI Callbot Service'

[Asia Economy Reporter Minwoo Lee] Hana Bank has launched an artificial intelligence (AI) voice-based call center service. It is expected to reduce the waiting time to connect with a counselor.

Hana Bank announced on the 24th that it will open this 'AI Callbot' service. It is a voice bot service that either directly responds to customer phone inquiries or provides instructions on how to handle them.

The service is equipped with an engine developed in collaboration with Hana Financial Convergence Technology Institute and various AI natural language processing (NLP) engines, including KT's. This allows for faster and more accurate judgment of intuitive and diverse requests. Customers who previously experienced long waiting times to connect with counselors or found it difficult to know how to handle issues on their own when using the existing call center are expected to receive more convenient consultation services.

In the future, the AI Callbot will evolve into a customer-centric omnichannel service by ▲ providing customized services according to customers and situations ▲ linking web and app services ▲ and being available without restrictions during nights and holidays.

Hwang Bohyunwoo, Head of Hana Bank Biz Innovation Group, said, "We will provide the best convenience to our customers through continuous service improvements."