KT said on Monday it has completed a next-generation AICC (AI Contact Center) project for NH Nonghyup Bank.

The project, worth about 40 billion won, focuses on converting consultation systems at Nonghyup Bank and mutual finance units nationwide to an AI-based model to strengthen customer service quality and consultation efficiency.

KT and NH Nonghyup Bank have 추진해왔다 as core tasks: strengthening AI service experience, optimizing the customer journey based on data, advancing consultation support work and standardising operations management.

The company said KT linked an AI callbot to NH Nonghyup Bank’s core business systems to enable not only customer and account information inquiries but also actual transaction processing. It expanded tasks handled directly by AI without connecting to an agent to 180 from 45, and raised speech recognition (STT) accuracy to about 97 percent from about 90 percent.

It also built an AICC operations portal that can manage various consultation channels in an integrated way, including video consultations, chat and email.

The two companies plan to further expand AI- and data-based consultation innovation based on this implementation experience. They will continue to strengthen AI consultation capabilities, including AI callbots and generative AI consultation support services, and advance a customised customer experience management system using consultation data to jointly 추진 financial-sector AI consultation innovation.

Hong Hae-cheon (홍해천), an executive director and head of AX proposals and implementation at KT’s AX business division, said, "We built a next-generation AICC environment in cooperation with NH Nonghyup Bank." He said, "Based on accumulated experience in delivering financial AX and AICC technology capabilities, KT will innovate the experience for both customers and agents and develop it into an AICC model that can lead AI consultation in the financial sector."