KT completed a 40 billion won project to build a next-generation AI Contact Center (AICC) for NH NongHyup Bank, the company announced on the 10th. The project shifts the bank's nationwide consultation systems for all branches and mutual financial institutions to an AI-based model, aiming to improve both customer service quality and operational efficiency for consultants.
The system expanded the number of tasks AI can handle directly - without transferring customers to a human consultant - from 45 to 180. Consultation processing time fell by about 20% as a result.
What the new AICC does differently
KT and NH NongHyup Bank designed the next-generation consultation environment to focus on three core areas: strengthening AI service experience, optimizing customer journeys based on data, and advancing support tasks for human consultants. A key change is the integration of the AI callbot with NH NongHyup Bank's core business systems. The callbot can now perform actual financial transactions, not just answer simple questions. It pulls customer information and account details, handles tasks directly, and only involves a consultant when needed.
The system's speech-to-text accuracy improved from approximately 90% to 97%. For consultants working with AI for Customer Support, this means less noise and fewer misrouted calls. The 20% reduction in customer wait times also directly reduces the stress load on consultants.
Unified management across channels
KT also built an AICC operation portal that manages all consultation channels in one place. Traditional phone calls are now integrated with video consultations, chat, and email. Customer information and consultation histories that analysts previously had to pull from separate systems now appear on a single platform.
KT transferred the bank's large dataset to a new integrated platform and optimized the AI consultation service and operating environment. The bank can now use the accumulated consultation data to analyze customer opinion and improve services.
Lee Haeng-bon, Senior Executive Vice President of KT's AX Business Division, said in a statement: "Through close cooperation with NH NongHyup Bank, we successfully built a next-generation AICC environment." Looking ahead: "Based on our accumulated experience in financial AX execution and AICC technical capabilities, we will innovate the experiences for both customers and consultants and develop into an AICC model that can lead AI consultations in the financial industry."
Why this matters for customer support professionals
For customer support teams, the concrete takeaway is that large-scale AI callbot integrations now handle real financial transactions without human hand-off. This moves AI from a triage tool to a transaction system that operates alongside consultants-cutting call times by one-fifth while expanding the problems AI can solve itself. If your A-genetic system only handles password resets and payment queries, a baseline of 45 tasks was typical. This NH NongHyup implementation shows a path to quadrupling that workload without needing to replace existing human staff.
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