Hana Bank enhances AI-powered customer service for greater efficiency

Hana Bank CEO Lee Ho-seoung assists a customer via an upgraded artificial intelligence program at a customer care center in Seoul, Friday. Courtesy of Hana Financial Group

Hana Bank has upgraded its artificial intelligence (AI) customer service platform, significantly enhancing both service speed and system efficiency, the lender said Sunday.

This is the first real-time conversation summary and classification service provided by Korea’s banking sector, a feat Hana achieved with the joint efforts of Hana Financial TI, an in-house tech affiliate of Hana Financial Group.

The upgraded system automatically summarizes conversations between customers and Hana customer service employees and categorizes the content in real time.

This allows Hana employees to respond more quickly and accurately.

The upgraded version is also expected to enable more efficient management of rising call volumes and enhance customer satisfaction.

It also enables the bank to formulate marketing strategies based on personalized product recommendations and post-consultation service.

Hana Bank CEO Lee Ho-seoung demonstrated the service in person at the lender’s customer care center in Seoul, stressing Hana’s commitment to a faster, more precise service.

“We will continue innovation efforts to become the most trusted financial partner,” he said.

“Hana will be at the forefront of AI innovation in the financial industry, underpinned by the latest generative AI models incorporated into group-wide systems.”

Lee's top priorities are customer-centric growth strategies, coupled with experience-backed management of the group's business and internal affairs.

Meanwhile, Hana Bank said last week that it plans to adopt an AI system to monitor for signs of financial irregularities, including fraud and embezzlement.