South KoreaFinance and insurance2017 – ongoingDaishin Securities
Benjamin AI customer consultation chatbot
Daishin Securities said Benjamin had handled 1.61 million customer inquiries by July 2021
Problem
Customers needed guidance on account administration and securities procedures through digital channels. These questions also formed part of the consultation center's workload.
Approach
Daishin launched Benjamin in February 2017 with AI company Wisenut. The chatbot used machine learning on customer-service knowledge to answer questions in chat. Daishin's 2021 integrated report recorded 1.61 million inquiries handled by July that year.
Results
Takeaway
Benjamin extended routine securities guidance into mobile chat. Its cumulative inquiry volume did not establish how many questions were resolved correctly without further assistance.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
Daishin described Benjamin as an AI chatbot providing consultation in a mobile environment. It reported a cumulative 1.61 million inquiries by July 2021.
Electronic Times reported Benjamin's launch and Daishin's collaboration with Wisenut. It described machine learning applied to customer-service knowledge and support for account and securities-related questions.
Full details are in the original sources.