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Toss Bank rolls out AI chat agent, says service time cut about 90%
Коротко
Toss Bank said on Oct 7 it has introduced a generative-AI chat agent for all customers in its app, handling inquiries from card delivery to card loss reports. The bank said consultation time fell to about 30 seconds from more than five minutes, roughly a 90% reduction, and that customer satisfaction was nearly twice that of its previous chatbot. It said the agent passes customers to human staff for emergencies such as voice phishing or when a conversation runs long.
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Toss Bank said on Oct 7 that it has introduced an AI chat agent for all customers in its app, allowing them to ask questions in a single chat line without waiting for a human agent. The bank said the agent handles everyday tasks including card delivery inquiries, card loss reports and deferred transit fee payments. [ 1 , 2 , 3 ]
According to the bank, the agent differs from its earlier chatbot in that generative AI understands customers’ natural language and answers in context, rather than following fixed scenarios. It gave the examples of a customer asking when a card applied for the previous day will arrive, or whether a deferred transit bill can be paid immediately, with the agent checking the relevant record and moving the customer to the payment or delivery-status screen. Toss Bank said the security authentication screen connects immediately so customers do not have to type sensitive personal information into the chat window, and that they can complete a card loss report and suspension inside the conversation using only app authentication. [ 1 , 2 ]
Asia Economy reported that consultation time fell to about 30 seconds from more than five minutes, a reduction of roughly 90%, and that a survey of customers who completed consultations during one week from Sept 27 found satisfaction nearly twice as high as with the previous chatbot. Dong-A Ilbo also reported the satisfaction figure and the five-minute-to-30-second change. The bank said customers are passed to a human agent in emergencies such as voice phishing and financial fraud, when a risk of incorrect guidance is detected, or when a conversation runs long, and that they do not need to repeat what they already told the AI. A Toss Bank official said the aim was a one-stop financial experience inside the chat window and that the bank would continue to solve problems “in the safest and most intuitive way” when customers need it most. [ 1 , 2 , 3 ]
Почему это важно
The launch shows a Korean internet bank moving its customer service from fixed-script chatbots to generative AI, a step the bank said shortens waiting and cuts the need to repeat information to staff. For customers, the practical effect claimed is faster handling of routine card and payment tasks, with human agents kept for cases the bank flags as risky.
Ключевые факты
- Toss Bank said it introduced an AI chat agent available to all customers in its app. [ 1 , 2 , 3 ]
- The bank said consultation time dropped from more than five minutes to about 30 seconds, a reduction of roughly 90%. [ 1 , 2 , 3 ]
- Toss Bank said satisfaction with the agent was nearly twice as high as with its existing chatbot. [ 1 , 2 ]
- The bank said the agent uses generative AI to understand natural language, unlike the previous chatbot that answered along fixed scenarios. [ 1 , 2 ]
- The agent handles card delivery inquiries, card loss reports and deferred transit fee payments through conversation. [ 1 , 2 ]
- The bank said customers are connected to a human agent in emergencies such as voice phishing and financial fraud, when a risk of wrong guidance is detected, or when a conversation grows long. [ 2 ]
- Toss Bank said the security authentication screen links directly, so customers do not type sensitive personal data into the chat window. [ 2 ]
Подтверждено несколькими источниками
- Toss Bank announced an AI chat agent for all customers in its app. [ 1 , 2 , 3 ]
- Toss Bank said the agent cut consultation time by about 90%, to roughly 30 seconds from more than five minutes. [ 1 , 2 , 3 ]
- Toss Bank said the agent is based on generative AI that understands natural language, unlike its earlier scenario-based chatbot. [ 1 , 2 ]
- Toss Bank said customer satisfaction was nearly twice that of the previous chatbot. [ 1 , 2 ]
Пока неясно
- How the satisfaction survey was designed and how many customers took part. Only Asia Economy gives survey detail, saying it covered customers who completed consultations during one week from Sept 27; the other documents do not describe the method.
- The Toss Bank article text carried by Newsis. The text published under the Newsis Toss Bank headline is about the Nuri rocket launch, so only its headline-level claim could be used for this event.
Что пишут местные СМИ
Хронология, местное время
- Dong-A Ilbo reports Toss Bank has adopted an AI chat agent, saying consultation time fell from five minutes to 30 seconds. [ 1 ]
- Asia Economy reports the agent is available to all customers and says consultation time fell about 90%, citing a survey of customers from Sept 27. [ 2 ]
- Newsis reports the adoption and the roughly 90% cut in customer consultation time. [ 3 ]