1. Overview (Project Background)

Company J was operating a contact center providing financial product guidance, complaint registration, and procedure inquiries for savings bank customers nationwide.

However, the short cycle of financial policy changes and complex procedures increased the knowledge burden on counselors, and the lack of systematic inquiry type classification made it difficult to standardize response quality.

Additionally, as customer inquiries increased, the need for real-time chat counseling environments grew, and the company pursued the construction of an AI-based automated chatbot and chat counseling system with the goal of providing accurate financial information, automation, and operational efficiency.

2. Challenge (Problem Definition)

• Frequent financial policy and product changes make agile updates difficult

• Procedure-based branching processing is essential when providing sensitive financial information

• Variations in counselor responses make it difficult to ensure quality consistency

• Lack of inquiry type classification system → Unnecessary waiting time increases before counselor connection

• Increased need for chat counseling implementation → Lack of integration with customer information and history

• Special requirements exist for financial compliance, security, and access control

3. Solution (Resolution Approach)

• Construction of Rule-based Chatbot Based on Financial Policies, Products, and Procedures
  We automated financial information guidance requiring accuracy so that basic inquiries are resolved through the chatbot.

• Implementation of Intent Classification for Automatic Inquiry Categorization System
  We analyze natural language utterances to automatically identify categories such as complaints, products, and procedures, and standardized workflows.

• Real-time Financial API Integration
  We applied API integration to provide financial information in real-time such as product inquiries, eligibility verification, and application availability.

• Implementation of Chat Counseling Function

  • Seamlessly connect customer inquiries that the chatbot cannot resolve to counselor chat

  • Counselors can view customer utterance history, category, and progress status in real-time

  • Implemented UX that allows counseling to continue without unnecessary repeated questions

• Automatic Context Transfer When Connecting to Counselor
  We configured the system so that utterances, intentions, and necessary financial information collected by the chatbot are automatically displayed on the counselor's screen.

• Provision of Maintenance-Friendly Management Tools
  Tailored to the characteristics of financial organizations where policy changes and FAQ updates are frequent, we provided an environment where operators can directly update scenarios and responses.

• Compliance with Financial Security, Logging, and Authority Standards
  We designed the system to meet financial institution compliance requirements such as access control, audit logging, and customer data management.

4. Result (Achievements)

• Increased Automatic Processing Rate for Repetitive Financial Inquiries → Reduced Counselor Inflow
  Simple and standardized inquiries are resolved through the chatbot, significantly reducing the workload of counselors.

• Improved Customer Experience Through Response Standardization
  Consistency in response quality has been ensured through automatic guidance based on financial regulations.

• Improved Real-time Counseling Efficiency Through Chat Counseling Implementation
  Customer history, utterances, and inquiry types are automatically transferred to counselors, resulting in reduced waiting time and improved counseling speed.

• Improved Policy Change Reflection Speed → Reduced Operational Burden
  Through management tool-based rapid updates, the organization can now respond agilely to financial policy changes.

• Secured Financial CS Data-Based Insights
  By analyzing complaint types, FAQ patterns, and inquiry flows, we established an environment for continuous service improvement.