South KoreaFinance and insurance2026 – ongoingToss Bank
AI chat agent for card inquiries and loss reports
Toss Bank reported agent-connection waits fell to about 30 seconds after AI chat rollout
Problem
Customers waited more than 5 minutes to connect with an agent. The earlier chatbot followed fixed conversation scenarios.
Approach
Toss Bank introduced a generative AI chat agent to all customers. It answered card inquiries and handled loss reports through the bank's authentication screens. Urgent or risky conversations passed to human agents in the same chat, with the earlier conversation retained.
Results
Takeaway
Authentication and conversation history stayed within the support flow when customers moved between AI and staff.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIAI agentsConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The outlet reported the bank's full customer rollout and human handoff arrangements. It attributed the reduction in agent-connection waits from more than 5 minutes to about 30 seconds to Toss Bank.
Full details are in the original sources.