High Scores in Customer Center Services such as Call Centers and Chat Consultations
Operating 24/7 through AI Consultation Chatbots
▲ Heo Jaeyoung, Head of Customer Service at KakaoBank (right), and Han Soohee, CEO of Korea Management Association Consulting, are posing for a commemorative photo at the '2024 KCSI Certification Award Ceremony.' Photo by KakaoBank
KakaoBank announced on the 27th that it won first place in the internet-only bank category in the 2024 KCSI (Korea Customer Satisfaction Index) survey conducted by the Korea Management Association Consulting.
KCSI is a representative domestic customer satisfaction (CSI) survey model implemented since 1992, serving as an objective indicator of customer satisfaction with products and services.
KakaoBank has held the first place in the internet-only bank category for four consecutive years since 2021. Based on one-on-one interviews with customers, the KCSI evaluation recognizes KakaoBank as the "No.1 customer satisfaction company" chosen directly by customers.
KakaoBank provided differentiated customer experiences and received high scores in all categories of this evaluation, including satisfaction by evaluation factors, overall satisfaction, and repurchase intention.
Looking into the detailed survey questions, KakaoBank received excellent evaluations in the customer center area. Customers who participated in the survey gave above-average scores on items such as "waiting time, consultation attitude, ARS call center service is good," and "chat consultation service is good."
KakaoBank is a bank that provides services 24/7 through its mobile app and operates convenient financial consultation services through four non-face-to-face consultation channels: AI consultation chatbot, call center, KakaoTalk consultation, and email consultation.
The "AI consultation chatbot," introduced in June 2018, operates "without interruption" to quickly resolve various inquiries and issues occurring during app use. By utilizing advanced natural language processing methods, the chatbot is retrained more than once a week and all responses are monitored to differentiate the service. As a result, as of last month, it handled about 70% of the total inquiries to the customer center and has become the main consultation channel used by 560,000 customers monthly.
On the 25th, KakaoBank was also selected as an excellent company in the "2024 KS-CQI Call Center Quality Index" survey conducted by the Korea Standards Association (KSA). In this survey, KakaoBank received top scores from call center users in ARS convenience and problem resolution satisfaction categories, earning favorable evaluations.
A KakaoBank official said, "Our efforts to provide convenient non-face-to-face financial consultation services led to this award," adding, "We will continue to repay customer trust and strive to introduce innovative services."
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