Woori Bank is building a consultation bot that combines existing consultation procedures with generative artificial intelligence (AI). It will introduce a service that links phone consultations with smartphone screens.

Woori Bank said on Monday it is launching an "AI chatbot and consultation bot rebuilding project" to improve the convenience of AI consultations for customers.

The key to the project is the creation of a "hybrid AI consultation bot" that combines existing consultation methods with generative AI.

For consultations that require accuracy, such as account inquiries or document issuance, the bot will handle requests according to pre-set procedures. For varied or complex questions, generative AI will identify customer intent and provide answers.

The bank will also introduce "multimodal consultations" that use phone calls and smartphone screens together. Customers can listen to voice guidance by phone while completing tasks on their smartphone screens, including agreeing to terms, checking documents and issuing certificates.

Going forward, the channels for using the AI consultation bot will also include the main phone numbers of branches and a dedicated number for retirement pensions, where it will provide financial consultations through the bot.

It will also revamp the AI chatbot function in the WooriWON Banking application. AI will analyse the question and automatically connect customers to the relevant consultation area.

The AI banker screens currently operated by separate areas will be integrated into one. The bank plans to allow customers to continue consultations using prior conversation content even if they move to another financial area during a session.

Woori Bank will begin the project this month and plans to launch phase one services in December. In phase one, it will first introduce 10 new consultation tasks applying multimodal technology.

In phase two, scheduled for May next year, it plans to apply the remaining functions in sequence, including integrating the AI chatbot and AI banker screens.

Kim Sun-woo (김선우), head of Woori Bank's AI Data Business Department, said the key to the project is to combine a proven consultation system with generative AI to enhance the autonomy and completeness of customer consultations.