South KoreaFinance and insurance2026 – ongoingKB Kookmin Bank
Financial consulting assistant for branch staff
KB Kookmin reported 70.2% less search time for branch staff using its financial consulting assistant
Problem
Branch staff needed to find internal guidance when answering customers' financial questions. Searching for deposit and household-loan information took time during consultation work.
Approach
The bank operated an assistant that combined generative AI with internal banking knowledge. It interpreted employees' questions and retrieved relevant consultation information. The bank compared employees' search times for frequently asked questions.
Results
Takeaway
The measured saving concerned information retrieval for selected questions. It did not establish a reduction in the duration of entire customer consultations.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Financial News described the bank's operational assistant for branch employees. It cited the bank's own comparison showing a 70.2% average reduction in search time for selected questions.
Full details are in the original sources.