Toss Bank is strengthening its customer service competitiveness with an in-house customer support knowledge management system.

Toss Bank said on Thursday it has introduced its customer support knowledge management system, Help Docs.

Help Docs is designed to help agents quickly search for information needed to respond to customer inquiries and provide consistent guidance based on verified content. It goes beyond simply storing manuals by integrating knowledge writing, review, updates and search into the customer support workflow.

Toss Bank explained it designed the system so an AI-based customer support system can also use the same knowledge framework in the future.

Customer support efficiency also improved after the system was introduced. Average handling time for all agents fell 10.5 percent from the previous month, while average monthly customer waiting time dropped 60 percent. Toss Bank said quicker access to needed information helped raise response speed and consistency in service quality at the same time.

Help Docs is also set to be used as the foundational system for an AI support agent that provides automated responses to customer inquiries and support functions for agents.

A Toss Bank official said it is important for agents to find needed information quickly and accurately and provide guidance tailored to each customer’s situation. The official said Help Docs will help improve the customer support experience and the level of financial consumer protection at the same time.