Kakao Enterprise announced that BNK Capital will provide customer-centered digital financial services by introducing ‘Kakao i Connect Talk’, a KakaoTalk-based artificial intelligence (AI) chatbot service.
BNK Capital built a chatbot based on Kakao i Connect Talk, which is easy to connect to KakaoTalk, considering the characteristics of capital customers who have lower app loyalty compared to general bank users. BNK Capital’s main customer base, those in their 30s to 50s, is provided with a chatbot that allows them to make inquiries 24 hours a day, 365 days a year on KakaoTalk without installing a separate app, thereby improving customer convenience and accessibility.
In particular, we are taking the lead in quickly and easily disseminating information that can be beneficial to customers, such as the ‘right to request an interest rate reduction’. Previously, you had to go through a complicated process such as going to a counselor, installing an app, and finding the application page to apply for an interest rate reduction request, but after building a chatbot, you can easily apply from the chatbot screen. In fact, as chatbots have made it easier to provide users with essential information, the average number of inquiries about applying for interest rate reduction rights has increased by about 23 times in one month.
The perfect level of chatbot accuracy played a big role in improving the agent’s workload. Kakao i Connect Talk is equipped with the industry’s best Korean language recognition and natural language processing technology and showed 99.8% accuracy in the actual BNK Capital chatbot. Even if there are typos or spacing errors, the chatbot can accurately recognize the user’s intent and provide an answer. Previously, if the consultation was cut off in the middle, the counselor had to respond by phone again one by one, but based on this technology, the proportion of unmanned consultations, including chatbots, has been increased to nearly half, and the work efficiency of the counselors has been improved by supporting them to continue the consultation through chatbots. Further improved.
BNK Capital plans to communicate with more customers by continuously updating additional services and using chatbots as a marketing channel beyond a simple consultation channel. In fact, after the introduction of the chatbot, the number of Kakao Plus friends connected to the chatbot more than doubled from 50,000 in November 2021 to 110,000 as of September this year, and various products and services will be provided to more new customers in the future. am.
Ko Young-kwon, senior manager at BNK Capital, said, “In accordance with company policy, we plan to continue to expand services with customer accessibility and convenience as our top priority, and we plan to create services that can be helpful to customers.”
Shin Ho-jun, Kakao Enterprise team leader, said, “The collaboration with BNK Capital is an example of a successful collaboration in which Kakao Enterprise’s global technology in natural language processing led the digital transformation of the conservative financial industry.” “We will put a lot of effort into upgrading AI chatbots to easily establish communication channels with customers and enable effective communication,” he said.
Source: Pangyo Techno Valley Official Newsroom
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