KT announced on July 1 that it has signed a contract with NH NongHyup Bank for the "Next-Generation Contact Center Construction" project and will officially begin building an artificial intelligence (AI)-based contact center worth a total of 40 billion KRW.
This project is a nationwide initiative targeting NH NongHyup Bank and its mutual financial institutions' customer consultation systems, and KT will carry out the project exclusively over the next 14 months.
KT will implement an internet-based integrated contact center (IPCC) system and introduce customer consultation automation technology based on an AI contact center (AICC). According to KT, by transforming NH NongHyup Bank's consultation infrastructure into an AI-centric platform, the quality of customer response and operational efficiency are expected to improve.
During the bidding process, KT highlighted its AICC technologies, including AI callbots and chatbots, automated consultation summaries, speech recognition (STT) and speech synthesis (TTS), intelligent consultation support systems, and knowledge management systems (KMS).
In particular, KT emphasized its operational expertise in contact centers, its track record of nearly 30 AICC projects in the financial sector, and its experience handling 15 million calls per month for more than 300 client companies.
Through this contact center advancement, NH NongHyup Bank will establish a dual system in which AI responds to simple inquiries in real time, while more complex consultations are connected to human agents. With this, the bank plans to reduce call waiting times for its approximately 31 million customers and provide more personalized service.
An Changyong, Head of KT Enterprise Division (Vice President), stated, "KT's technological capabilities and expertise have been recognized as a strategic partner for NH NongHyup Bank's digital transformation," adding, "KT will lead the digital innovation of customer service together with NH NongHyup Bank and set a new standard for next-generation contact centers."
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