South KoreaFinance and insurance2025 – ongoingHana Bank
Generative AI upgrade to HAI contact-centre support bot
Hana Bank reported less follow-up work after adding AI call summaries and classification
Problem
Contact-centre agents needed information during customer conversations and had follow-up work after calls.
Approach
Hana Bank upgraded its internal HAI support bot with real-time conversation summaries and automatic classification. Hana Financial TI collaborated on the deployment of specialized models developed by the group's research institute. Consultation information could also feed the marketing system for customer follow-up.
Results
No published figures
Takeaway
The bank reported reduced follow-up work without publishing the time saved. The deployment connected call documentation with subsequent customer management.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Newspim reported Hana Bank's announcement of an upgraded internal contact-centre assistant. The bank said live summarization and classification reduced follow-up work, without disclosing quantitative savings.
Full details are in the original sources.