Toss Bank is introducing a 'next-generation financial consultation' service that utilizes artificial intelligence (AI) to guide customers through not only complex procedures but also policies related to financial products.
On December 18, Toss Bank announced that it had received designation for two innovative financial services from financial authorities on the 17th. This service goes beyond simple answers, as AI gains a deep understanding of financial products and uses this knowledge to make tailored suggestions to customers. The main features include free-form Q&A based on context, AI agents specialized by product, and consultation assistants. Through these features, Toss Bank aims to provide an optimized financial experience for customers, consultants, and the bank itself as the service operator.
Toss Bank's AI-based 'next-generation financial consultation innovation service' is expected to overcome the limitations of traditional scenario-based chatbots. Previous chatbot consultations were limited to guiding customers using keyword-based scenario matching.
However, the newly introduced AI consultation agent service will identify customer intent in real time and provide answers that are appropriate for the financial product or context. This is because the large language model (LLM) not only understands frequently asked questions (FAQ) but also directly comprehends and analyzes complex product procedures and internal policy documents to generate responses. In particular, the more complex the product design, the more the specialized agent structure will be integrated to deliver customized responses with a lower error rate and higher reliability for customers.
The work environment for employees who directly interact with customers will also be dramatically improved. By proactively handling simple and repetitive responses, AI is expected to significantly enhance consultation efficiency.
Financial consumer protection is also expected to be strengthened. AI will help improve financial accessibility and make services easier to use for children, teenagers, and seniors who may have limited understanding of finance or face difficulties using services. It will also continuously detect and address customer complaints, resolving recurring issues at an early stage.
Earlier this month, Toss Bank had already been designated for four innovative financial services that apply generative AI based on Amazon Bedrock (AWS Bedrock) to banking and finance. These services include code review, marketing and legal review, management and financial analysis, and text to SQL, helping integrate and utilize AI in core work processes. With the addition of two more designations, Toss Bank plans to rapidly expand its customer-facing services as well as internal productivity.
A Toss Bank representative stated, "This designation as an innovative financial service will provide value far beyond the simple adoption of technology," adding, "We anticipate that financial accessibility for customers and the protection of financial consumers will advance to an entirely new level."
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