[DigitalToday reporter Lee Ji-young (이지영)] Toss Bank expanded its "AI chat agent," which uses generative artificial intelligence to handle requests through conversation from card delivery tracking to loss reports, to all customers.

Toss Bank said on Tuesday it introduced the AI chat agent, which understands customers' natural-language questions and supports everything from consultations to task processing.

Unlike a conventional scenario-based chatbot, it uses a large language model to grasp customers' intent and the context of conversations.

If a customer asks in everyday language about a card delivery date, the AI provides the relevant status. If payment of postpaid public transportation fees is needed, it checks usage details and links the user to the payment screen, and can be used 24 hours a day.

According to Toss Bank, after the AI agent was applied, consultation time that took more than five minutes when connecting to a counsellor fell to about 30 seconds, a decline of about 90 percent. In a survey of customers who completed consultations for one week from Sept. 27, satisfaction with AI consultations was about twice as high as with the existing chatbot.

For tasks requiring identity verification, it linked authentication procedures such as Face ID, fingerprints and PINs in the Toss Bank app.

In urgent situations such as voice phishing and financial fraud, or when the risk of incorrect guidance is detected, customers are connected to a counsellor. If conversations become lengthy, a counsellor is set to take over the AI consultation content in the same chat window.

A Toss Bank official said, "We made it possible to handle everything from card delivery inquiries to loss reports within the chat window without menu navigation or waiting." The official said, "We will expand the AI consultation service in a direction that improves safety and convenience."