[Edaily Reporter Yun Junghoon ]KTCorporation(030200)has successfully completed the project to build NH Nonghyup Bank’s next-generation AI contact center (AICC) and is accelerating its push into the financial sector’s AI transformation (AX) market.

KTCorporation announced on the 10th that it has completed the project to build NH Nonghyup Bank’s next-generation AICC, valued at approximately 40 billion won. This project was undertaken to transition the consultation systems of NH Nonghyup Bank and its mutual finance subsidiaries nationwide to an AI-based platform, thereby simultaneously enhancing customer service quality and operational efficiency.

The two companies identified the following as key objectives: △enhancing the AI service experience, △optimizing the customer journey based on data, △advancing consultation support operations, and △standardizing operational management tasks. They successfully expanded AI consultation services and established a next-generation AICC operational framework.

Through this upgrade, AI callbots are now integrated with NH Nonghyup Bank’s core business systems, enabling them to go beyond simply retrieving customer and account information to directly handling actual transactions. The number of tasks handled by AI without connecting to a human agent has expanded approximately fourfold, from 45 to 180. Speech-to-text (STT) accuracy has also been raised from the previous level of 90% to 97%. As a result, customer wait times and consultation processing times have been reduced by approximately 20% compared to before, significantly alleviating the workload.

An integrated channel management system has also been completed. The “AICC Operations Portal,” which manages diversified consultation channels—such as video calls, chat, and email—on a single platform, was established to consolidate previously dispersed consultation histories and customer data. This ensures continuity in consultations while creating a virtuous cycle where accumulated consultation data is analyzed to improve service quality.

KTCorporation stably migrated NH Nonghyup Bank’s massive data set to the new integrated platform and optimized the AI consultation service and operational environment. The two companies plan to further enhance AI callbots and generative AI consultation support services, as well as strengthen their personalized customer experience management system.

Hong Hae-cheon, Senior Vice President and Head of the AX Proposal/Implementation Division at KTCorporation’s AX Business Division, stated, “Through close collaboration with NH Nonghyup Bank, we have successfully built a next-generation AICC environment.” He added, “Based on our accumulated experience in financial AX projects and our AICC technical capabilities, KTCorporation will innovate the experiences of both customers and agents and continue to develop this into an AICC model that leads the way in AI-powered customer service within the financial sector.”