**”A virtual human instead of a banker” Kookmin Bank’s ‘AI financial assistant’ experiment**
*Implementation of mobile version AI service within the year from banking to daily conversations such as weather and hobbies*
*Customized personalized service goal by next year*
In the face of the irresistible flow of non-face-to-face and digitalization, the financial sector is attracting attention as it is actively introducing artificial intelligence (AI) functions to smart devices as well as branches.
KB Kookmin Bank’s AI financial assistant was first shown in March last year at KB Kookmin Bank’s new building AI experience zone in Yeouido. Initially, only simple consultations were possible, including introducing some financial products based on 100 dialogue scenarios. Since then, the business area, design, and resolution have been improved and a new ‘AI Financial Assistant’ has been introduced at three branches including the Yeouido Sales Department starting this year.
KB Kookmin Bank’s AI financial assistant, launched this year, was created in the form of a virtual human that can provide face-to-face services. It is possible to have daily conversations on topics such as bank information, information on documents, introduction and recommendation of financial products, information on branches and nearby facilities, and weather and hobbies.
Kookmin Bank focused on implementing it at a level similar to that of a real person so that customers do not feel uncomfortable emotionally or in terms of communication during the consultation process. It is a fusion of the AI â??â??financial assistant’s daily actions, such as lip movements, eye blinks, and hand gestures.
KB Kookmin Bank applied ‘KB-STA’, which was developed for the first time in the banking sector, to enhance the communication ability as well as the appearance of the AI â??â??financial assistant.
‘KB-STA’ is a technology developed by KB Kookmin Bank and is a natural language processing engine that applies the latest deep learning algorithm based on KB Kookmin Bank’s text data. Kookmin Bank explains that it can understand customers’ intentions at a level of 98% or more and provides appropriate answers to customers’ various questions.
KB Kookmin Bank decided to implement AI financial assistant, a kiosk type in branch, on mobile within the third quarter. Customers will be able to have real-time voice conversations with AI financial assistants through mobile devices such as cell phones.
Developing an app for the ‘AI Financial Assistant’ mobile, preferentially supports voice conversation-oriented financial advice and simple banking services such as account inquiry and remittance, and banking services such as new/reissuance by next year, location-based information/benefit notification, and financial schedule management It plans to provide personalized life financial services such as consulting for each stage of life.
An official from KB Kookmin Bank said, â??I think the AI â??â??financial assistant will greatly contribute to resolving customer inconvenience caused by the reduction of branches. and provide convenient services.â?
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