Fintech company Hanpass announced on June 18 that it will enhance its foreign exchange (FX) trading team operations and introduce an AI-powered customer response system based on generative artificial intelligence (AI) technology.
The company aims to improve both operational efficiency and user satisfaction by leveraging AI technology to respond swiftly to volatility in the foreign exchange market and automate customer service processes.
Hanpass will apply generative AI technology to areas of the FX team’s work that involve repetitive and data-driven decision-making. By analyzing exchange rate fluctuations in over 180 countries, market reaction patterns, and exchange rate sensitivities, the AI will provide insights on optimal buyback timing and support real-time market analysis and strategy development.
Additionally, Hanpass will introduce an AI-based intelligent customer response system in its customer service (CS) center. This system will not only answer frequently asked questions but also provide personalized consultations that reflect individual users’ transaction histories and circumstances. Currently, Hanpass operates CS services at night through about 130 foreign workers, but with the introduction of AI, the company will be able to transition to a 24-hour consultation system. The company also expects to respond quickly and accurately to major customer inquiries such as foreign exchange issues, remittance delays, and exchange rate questions, as well as to effectively handle more complex and sophisticated requests.
After completing the initial implementation for the FX and CS teams, Hanpass plans to gradually expand the application of generative AI technology across its entire information technology (IT) organization.
Kim Kyunghoon, CEO of Hanpass, stated, "This AI-based innovation in foreign exchange operations signifies not just the adoption of new technology, but a paradigm shift in financial operations." He added, "We will continue to expand AI technology in all directions to establish ourselves as a smart partner that provides real benefits to users’ financial lives."
He continued, "With the government declaring its ambition to become one of the 'top three AI powers' and appointing the first-ever Chief of AI, Hanpass will also do its utmost to play a key role in the global AI competition within the foreign exchange market."
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