BNK Busan Bank has become the first regional bank in South Korea to roll out a 24/7 AI voicebot counseling service. The system, introduced at the bank’s Busan headquarters, automatically handles simple and repetitive financial inquiries via the customer center’s main hotline. By offering round-the-clock support, the bank expects to cut waiting times and ensure customers receive prompt answers regardless of business hours.
When inquiries exceed the AI’s capabilities or require specialist knowledge, calls are seamlessly transferred to human advisors so that no part of the customer experience is interrupted. This division of labor allows the AI voicebot to focus on routine questions while professional staff concentrate on more complex consultations, boosting both service quality and operational efficiency.
Looking ahead, BNK Busan Bank plans to continuously refine its AI service by analyzing consultation data and to broaden the range of services handled by the voicebot.