South KoreaFinance and insurance2025 – ongoingNH Nonghyup Bank
Generative AI counselling for older and foreign customers
NH Nonghyup Bank launched simpler AI counselling and support in 13 languages in All One Bank
Problem
Older customers unfamiliar with digital banking needed simpler explanations. Foreign customers faced language barriers when asking banking questions.
Approach
The bank launched generative AI counselling within All One Bank's large-text and global banking menus. The service for older customers combined larger text with simpler financial explanations. Global Chat provided multilingual assistance, while inquiry translation translated customer questions and staff replies.
Results
Takeaway
The bank combined interface changes with language assistance in its existing app. It did not disclose customer adoption or resolution rates.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Newspim reported the bank's launch of generative AI counselling in All One Bank. It described simplified support for older customers and multilingual chat and inquiry translation supporting 13 languages.
Full details are in the original sources.