KT Embarks on AI Chatbot and Consultation Bot Reconstruction Project
New ‘Agent Connector’ Solution Implemented
Enhancing Consultation Completion with AI Chatbot and Channel Integration
KT announced on August 31 that it has been selected as the contractor for Woori Bank’s ‘Artificial Intelligence (AI) Chatbot and Consultation Bot Reconstruction’ project and will soon begin system development.
KT Gwanghwamun Office Building. Photo by Jo Yongjun.
KT plans to upgrade the infrastructure of Woori Bank’s non-face-to-face customer consultation channels and expand the scope of chatbot consultations and processing capabilities by integrating the ‘AI Banker’ solution for financial consultations with its AI agent. The goal is to more accurately identify customer intent during consultations and enhance the completeness of inbound consultations. The scope of utilization will gradually expand to include outbound and branch consultations as well.
In particular, by implementing the new ‘Agent Connector’ solution, KT will connect various channels and services—including chatbot, consultation bot, AI Banker, and AI agent. It will serve as a bridge for customer context and information between these channels. Even if a customer changes channels during the consultation process, KT will provide a seamless service based on the previous consultation record and offer practical work execution support for simple inquiries, thereby creating an ‘Agentic AICC’ environment.
KT has already built and operated AICC solutions for four out of the five major commercial banks in Korea. Through Agentic AICC, the company aims to double the current scope of work coverage to 60% and increase the consultation completion rate to 80%. KT also plans to reduce the development, conversion, and validation period for AI agents by 50%.
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Kim Wontae, Executive Vice President and Head of the Public and Financial Business Unit at KT Enterprise, stated, “Leveraging our extensive experience in building and operating AICC solutions for the financial sector and our advanced AI technology, we will support Woori Bank’s innovation in customer consultations and lead the expansion of financial AI transformation (AX) based on Agentic AICC.”
This content was produced with the assistance of AI translation services.
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