AI specialist company VIVE Company (CEO Kim Kyung-seo) announced on the 16th that it has completed the construction of an AI Knowledge Management System (AI KMS) dedicated to K-Bank's customer center.
This project was conducted as part of the establishment of an AI Contact Center (AICC) system that integrates AI technology into all aspects of K-Bank's customer service. VAIV Company utilized its proprietary AI knowledge management solution, 'VAIV KMS,' to implement a real-time knowledge recommendation feature that enables agents to receive the information they need immediately during calls.
The system is integrated with a call assist function that supports consultations by analyzing customer call content in real time. At the start of a consultation, the AI analyzes the conversation and automatically displays the most appropriate response on the agent's screen based on manuals and product information accumulated in the KMS. Through this, agents can refer to the AI-provided answers to provide prompt and consistent consultations, and it can also be utilized to reduce variations in consultation quality.
In addition, it is designed to be integrated with the system so that information necessary for customer consultation, such as events, announcements, and changes to product details, is reflected in real time. Lee Jae-bok, Head of Business Division at VIBE Company, stated, “Since consultations in the financial sector are conducted based on vast internal knowledge and regulations, AI-based knowledge management is key,” adding, “Through this project, we have confirmed the applicability of specialized knowledge-based AI solutions to the financial industry.”
Meanwhile, according to Allied Market Research, the domestic AI Contact Center (AICC) market is projected to grow at an annual average rate of 23.7%, reaching approximately 484 billion won by 2030. Based on this system, Vibe Company plans to expand its AI Transformation (AX) projects not only in the financial sector but also in the public and enterprise fields.
With the recent increase in the adoption of AI-based consultation and knowledge management solutions in the financial sector, the streamlining of customer centers and the improvement of consultation quality are emerging as major challenges.
- See more related articles
You must be logged in to post a comment.