Woori Bank Advances 'AI Knowledge Consultation System'... Also Utilized in Customer Management

Accurate Answer Implementation Using LLM
New Services Such as Automated Corporate Analysis Report Generation and Consultation Assistant

Woori Bank announced on the 26th that it has further advanced the ‘AI Knowledge Consultation System,’ the first generative AI applied to banking operations in the banking sector, significantly expanding its use not only for employee work consultations but also for actual customer management activities in sales branches.

The ‘AI Knowledge Consultation System’ is an integrated work search and consultation system based on natural language processing for employees. The generative AI, trained on regulations, official documents, and more, has greatly improved the efficiency of customer consultation tasks by accurately answering employee inquiries.

Since June of this year, Woori Bank has been advancing the ‘AI Knowledge Consultation System’ to provide explanations and documents that precisely match the questioner’s intent. To achieve this, it updated over 10 million pieces of extensive data and information and trained the latest LLM (Large Language Model) specialized for Woori Bank’s operations. Additionally, automatic classification and summarization services for customer consultation content were introduced, which are expected to significantly reduce employees’ workload.

To support customer management activities at sales branches, new business services such as △ automatic generation of corporate analysis reports △ customer center consultation assistant △ linkage of civil complaint information were introduced. In particular, the ‘automatic generation of corporate analysis reports’ service uses generative AI technology to create corporate reports, enabling corporate loan officers to easily conduct marketing when visiting companies and view vast corporate information at a glance.

A Woori Bank official stated, “Woori Bank has been utilizing generative AI in banking operations by establishing the first unstructured data asset system in the banking sector in 2023,” adding, “We will continue to upgrade learning data and advance the ‘AI Knowledge Consultation System’ to enhance employee productivity and lead digital finance.”