KT completes 40 billion KRW AI contact center for NH Nonghyup Bank

KT has completed a project to establish a next-generation AI Contact Center (AICC) for NH Nonghyup Bank, a contract valued at approximately 40 billion KRW. The initiative aims to modernize customer service by integrating AI into the bank's core systems.

Key improvements include expanding the number of tasks that AI callbots can handle directly without a human agent from 45 to 180. The system has increased speech-to-text (STT) accuracy from 90% to 97%, resulting in a 20% reduction in customer waiting times and overall consultation processing times.

The new infrastructure also features an integrated AICC operation portal that manages multiple channels, including video consultations, chat, and email, within a single platform. This allows for the unified management of customer information and consultation history to enhance service consistency.