K Bank said on Tuesday it has built an AI assistant system dedicated to its customer service center.

The newly built system applies the concept of an AI contact center (AICC, AI Contact Center) and integrates AI technology into the entire customer consultation process. It said this will improve both efficiency and quality, enabling a higher level of consultation service.

The AI assistant's key role is to help 상담 staff by analysing customer consultations in real time and automatically identifying the intent of questions. It searches and summarises internal knowledge accumulated in a knowledge management system (KMS, Knowledge Management System) to generate recommended responses that can be used in consultations.

With the introduction of the system, 상담 staff can conduct consultations by referring to AI-generated answers, and consistent consultations are possible even when the staff member changes.

The AI system was built using a finance-specialised private large language model that K Bank introduced internally in February last year.

A K Bank official said, "This AI assistant system goes beyond introducing a new system and has changed the way financial consultations should be provided." The official added, "We will continue to create a consultation environment that saves customers' time by providing accurate answers and shortening consultation times."