KT to Rebuild Woori Bank AICC, Expanding Agentic AI Across Finance
TECHWORLD ·
✦ AI Summary
KT was selected as the contractor for Woori Bank's "AI Chatbot and Counseling Bot Rebuild" project and announced on the 31st that it had begun building an AI-based customer consultation system.
The project aims to upgrade the existing chatbot and counseling bot infrastructure and connect AI bankers with AI agents to build an agentic AICC environment.
KT plans to expand its agentic AICC business in the financial sector based on Agent Connector, scenario automation assistant, Multi-Intent, Voice Agent, and Agentify.
KT has been selected as the contractor for Woori Bank's "AI Chatbot and Counseling Bot Rebuild" project and announced on the 31st that it has begun building an AI-based customer consultation system. KT is pushing ahead with the rebuilding of Woori Bank's AI chatbot and counseling bot, using it as a basis to expand its agentic AI contact center (AICC) business in the financial sector.
The core of the project is to upgrade the chatbot and counseling bot infrastructure that Woori Bank is currently operating and to connect AI bankers with AI agents. In addition to enhancing the existing customer inquiry response functions, KT will build an agentic AICC environment by adding customer intent recognition and task processing capabilities.
To that end, it will apply a new solution called "Agent Connector." The solution is designed to reduce disconnections between consultation channels, and it will link customer information and consultation details among chatbots, counseling bots, AI bankers, and AI agents.
As a result, users will be able to continue consultations based on previous conversations even if they move between channels. This deployment focuses on ensuring consultation continuity through a structure that connects multiple consultation channels.
A "scenario automation assistant" will be used during the construction and operation of the AI consultation system. The "scenario automation assistant" automatically generates and verifies consultation scenarios, in natural language, for determining how agents should respond, helping shorten development time and improve operating efficiency.
Based on the Woori Bank project, KT will enhance customer-facing consultation functions. "Multi-Intent" supports distinguishing the intent of each of multiple requests within a single question and enables handling multiple requests in one consultation.
For voice consultations, KT will apply the "Voice Agent." The "Voice Agent" combines ultra-low-latency voice processing with generative AI, and unlike existing voice bots that answer according to fixed scenarios, it was developed to sustain real-time conversations by understanding the context of customer questions. The "Voice Agent" is differentiated from existing voice bots.
KT has also secured "Agentify," which makes it possible to add AI agents while maintaining existing consultation systems. "Agentify" uses existing chatbot frameworks and consultation scenarios while adding conversational functions and task-processing functions based on large language models (LLM), easing the burden on companies when transitioning their systems.
KT has organized agentic AICC around five core technologies: Agent Connector, scenario automation assistant, Multi-Intent, Voice Agent, and Agentify. Agent Connector and the scenario automation assistant have been applied to Woori Bank. KT said this will support everything from consultation system construction to customer response and task processing.
KT is seeking to expand its scope of application in the financial sector. KT has experience building and operating AICC systems for 4 of the country's 5 major commercial banks, and it plans to expand its agentic AICC business based on the Woori Bank project. The target areas for expansion are banks, insurance, cards, and securities.
Kim Won-tae, executive vice president and head of the Public and Financial Business Division at KT Enterprise Division, said financial-sector AI chatbots and counseling bots are evolving beyond simple inquiry guidance to understand customer needs and support actual task processing. He also said KT will support innovation in Woori Bank's customer consultation services based on its experience in building and operating AICC systems in the financial sector and its AI technology capabilities, and will push for the spread of financial AX based on agentic AICC.
Source: TECHWORLD · Kim Seung-gi
Original: https://www.epnc.co.kr/news/articleView.html?idxno=406292
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Source: TECHWORLD
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