South KoreaFinance and insurance2019 – ongoingKB Kookmin Card
Qd customer-service chatbot
KB Kookmin Card launched Qd with 10 card transactions available directly in chat
Problem
Cardholders needed assistance with account questions and routine transactions. Moving from a conversation to a separate transaction screen added steps.
Approach
KB Kookmin Card launched Qd inside its mobile application. Natural-language processing supported conversational exchanges, while deep learning analyzed consultation content and dialogue patterns. Customers could complete selected transactions inside chat or follow links to other services. Telephone transfer to a human agent remained available.
Results
Takeaway
Qd connected conversational support to transaction execution. The launch disclosure did not quantify changes in service workload or customer satisfaction.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Electronic Times reported Qd's launch and its use of deep learning for conversational support. It described 10 directly executable card tasks and the option to reach a human agent by telephone.
Full details are in the original sources.