Hana Bank Revamps 'HAI Consultation Support Bot' Based on Generative AI

Real-time Summarization and Automatic Classification of Consultations Between Customers and Consultants Using Generative AI
Lee Hosung, President of Hana Bank: "We Will Become the Most Trusted Bank with Fast and Accurate Services That Exceed Customer Expectations"

On May 25, Hana Bank announced that it has revamped its consultation support system, the 'HAI Consultation Support Bot,' which is based on generative artificial intelligence (AI) technology, in order to improve consultation quality and enhance operational efficiency.

The 'HAI Consultation Support Bot' is an internal support system that provides real-time guidance to consultants on the necessary business information and procedures during customer consultations. In this revamp, generative AI technology was applied to add features such as real-time summarization of consultation content and automatic classification of consultation topics.

With the introduction of generative AI technology, the content of conversations with customers is summarized and automatically classified in real time. As a result, the time required for consultants to handle follow-up tasks has been dramatically reduced, enabling quicker and more accurate responses to a greater number of customers. In addition, by linking the classified consultation content with the marketing system, the bank has established a foundation for utilizing this data in various operations, such as personalized product recommendations and post-consultation management.

Notably, this revamp marks the first case in which a summarization and classification model tailored specifically for Hana Bank was developed and applied to an actual service, through collaboration between Hana Bank and the Hana Financial TI's in-house independent company (CIC), the Hana Institute of Financial Convergence Technology.

On this day, Lee Hosung, President of Hana Bank, personally conducted customer consultations using the HAI Consultation Support Bot and stated, "This revamp of the HAI Consultation Support Bot is the result of our efforts to provide customers with faster and more accurate services. Going forward, Hana Bank will continue to exceed customer expectations with personalized services, even in a rapidly changing financial environment, and remain the most trusted financial partner."

Hana Bank also plans to continue improving its consultation support system by developing additional features, such as an automated knowledge recommendation model linked to its knowledge management system, thereby further enhancing personalized management services for customers and the operational efficiency of its consultation centers.