KB Financial Group to Build KB Future Contact Center to Provide Customer-Oriented Counseling

Chairman Yoon Jong-kyu of KB Financial Group. (Photos: KB Financial Group)

The KB Future Contact Center Call will cover customer centers of its eight affiliates by means of cloud computing system.

The affiliates include KB Kookmin Bank, KB Securities, KB Insurance, KB Kookmin Card, Prudential Life Insurance, KB Capital, KB Life Insurance and KB Savings Bank.

The KB Future Contact Center Project is an upgrade project to provide systematic customer management and personalized counseling services to customers by combining AI-based innovative technology with the customer center that mainly provided simple guidance and counseling services.

The construction project will lay the foundation for the systematic customer management and personalized counseling services for customers by establishing affiliate customer centers as a standardized platform based on innovative technologies.

When the KB Future Contact Center is completed, it will be able to respond to customers 24 hours a day, seven days a week and 365 days a year when a customer dials the KB Financial Group main number.

It will also implement similar tasks among affiliates, such as issuing various certificates and reporting tasks in one place.

In addition, customers can receive a variety of financial and non-financial services through personalized product recommendations at the KB Financial Group level.

Meanwhile, the KB Future Contact Center Project consists of an infrastructure platform and a service platform.

The infrastructure platform is an area to build KB Financial Group’s standardized infrastructure for calling infrastructure, chatbots and callbots, by applying innovative technologies such as AI and cloud computing to the existing IT infrastructure.

The service platform is an area to newly introduce common counseling services and innovative services to realize a seamless counseling process among affiliates.

Tasks for the two areas will be introduced sequentially according to schedules of KB Financial Group affiliates. They will be completed by the second half of 2023.

“The KB Future Contact Center is expected to play an important role as a personal financial assistant that incorporates innovative technologies such as AI and cloud computing,” a KB Financial Group official said.

“The project will lay the foundation for building customer-oriented infrastructure that can offer the best customer experiences.”

Meanwhile, KB Financial Group raised funds using the matching grant method through which KB Financial Group donated the same amount as donations made by customers in order to support Ukrainian refugees suffering from the prolonged war in Ukraine.

KB Financial Group added the matching amount of KB Financial Group to an amount donated by customers and delivered the money to the Korean Red Cross to support Ukrainian refugees.

KB Kookmin Bank customers made donations by using Star Banking and Internet banking while KB Kookmin Card customers used the KB Kookmin Card mobile app and website beginning in the morning of March 23.

KB Securities customers began to donate money through M-able Mobile Trading System, the Home Trading System HTS and the KB Securities website from 6 pm on the same day. The fundraising donation ran until April 5.

By adding the matching donation of KB Financial Group to the amount donated by customers, up to 600 million won will be delivered to Hope Bridge National Disaster Relief Association and the Korean Red Cross to be used for refugee relief projects such as delivering medical supplies and giving food support in Ukraine and on its borders with neighboring countries.

“We, all employees of KB Financial Group, hope that our donation will be of a small help to the people of Ukraine who are going through a difficult time due to the war,” a KB Financial official said.

“We will do everything we can do to provide humanitarian support to Ukrainian war refugees and fulfill our social responsibilities.”

Meanwhile, KB Kookmin Bank is implementing support measures for Korean companies hit hard by the Ukrainian crisis. KB Kookmin Bank is giving out loans with a preferential interest rate of up to 1.0 percentage point.

Accordingly, they can receive up to 500 million won in loans for their business operation and special loans for the restoration of damaged facilities. Loan deadline extension will be also possible for such Korean companies.