[Financial IT Forum] Woori Bank "Consultation Details Immediately Reflected When App Opened After Consultation"

24th 'Asia Economy Finance IT Forum'

Kim Jin-hyun, Head of DI Promotion Headquarters at Woori Bank, is giving a presentation on the theme "The Future Bank Created with Data and AI" at the 13th Asia Economy Financial IT Forum held on the 24th at Lotte Hotel in Jung-gu, Seoul. Photo by Kang Jin-hyung aymsdream@

[Asia Economy Reporter Song Seung-seop] “If you consult at Woori Bank and then go home and open the application (app), the consultation details will be reflected immediately.”

On the 24th, Kim Jin-hyun, Head of the DI Promotion Headquarters at Woori Bank, stated at the ‘Asia Economy Financial IT Forum’ held at Lotte Hotel in Sogong-dong, Seoul, “Woori Bank plans to create personalized scenarios by standardizing marketing stages and specially considering inter-channel linkage in line with the establishment of the Customer Data Platform (CDP).”

Kim Jin-hyun explained, “When a customer sits in front of a banker, it will be possible to grasp each customer’s online and offline customer journey, behavior log information, and marketing performance in real time,” adding, “Based on this, we expect to conduct sales while interacting with customers.” The strategy is to analyze customer characteristics even before accessing the bank’s face-to-face and non-face-to-face channels, and to pursue higher-level personalization by learning customer responses and performance after handling customer tasks.

He continued, “In non-face-to-face sales, the communication process between the banker and the customer is not assumed, making it a disadvantageous environment where the customer’s needs cannot be accurately understood,” emphasizing, “If a real-time CDP is established, there is a great advantage in creating an environment where more accurate proposals can be made to customers.”

He added, “Woori Bank expects to pursue marketing optimization based on performance across all online and offline channels in the future.”

Plans to introduce an artificial intelligence (AI) banker were also announced. Woori Bank has been collaborating with LG AI Research Institute since last year to develop this. Starting from the first half of next year, the AI banker will be gradually applied and introduced to customers. To build a highly complete AI banker, an industry-academic cooperation agreement was signed with Yonsei University this year. From the third quarter of next year, the process of systematizing financial knowledge for the AI banker and applying it to the language model will be sequentially completed.

Kim identified the ‘super-large financial AI language model’ as the next-generation core technology, explaining, “Unlike existing chatbots, it is a technology that learns large-scale data and can understand the intent of undefined questions,” and added, “It has reached the stage of generating answers at a human level.” This is an essential technology to realize the experience customers receive when visiting offline branches in non-face-to-face and digital environments as well.

Kim stated, “Our differentiated competitive advantage is to aim for a competitive edge that maximizes customer experience online and offline through AI humans who meet customers,” and confidently said, “Woori Bank will show the future bank’s image starting next year.”