South KoreaFinance and insurance2018 – ongoingNH Nonghyup Bank
Voice callbot for customer enquiries and routing
NH Nonghyup Bank reported 94.6% routing accuracy for its voice callbot
Problem
Customers navigated telephone menus and sometimes needed another transfer after reaching an agent.
Approach
The bank introduced a callbot combining natural-language processing with speech recognition in 2018. It answered enquiries or routed callers to appropriate agents. A November 2022 pilot connected it to RPA for document guidance and text-message services.
Results
Takeaway
Routing accuracy and call volume measured different parts of the service. Neither established how many enquiries were resolved without an agent.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
A bank team leader described the callbot and its RPA integration. He reported 94.6% routing accuracy, while daily inbound consultations averaged 6500 after launch. The integrated service remained a pilot.
Full details are in the original sources.