Woori Bank推进生成式AI咨询与WM客户管理系统

Woori Bank is accelerating its AI transformation (AX) by applying artificial intelligence across operations from customer consulting to wealth management (WM) sales. Its strategy is to enhance both customer convenience and sales competitiveness through a generative AI-based consulting system and an AI customer management platform.
Woori Bank announced on the 4th that it is launching an "AI Chatbot and Consulting Bot Rebuilding Project" to allow customers to use AI consulting more easily and conveniently.
The core of the project is building a "hybrid AI consulting bot" that combines the existing consulting method, which guides customers according to set procedures, with generative AI. For consultations that require accurate processing, such as account inquiries or document issuance, the bot guides customers through pre-arranged procedures, while for complex questions, generative AI identifies what the customer wants and responds naturally.
The bank will also introduce "multimodal consulting" that utilizes both phone calls and smartphone screens together. Customers can directly process tasks such as agreeing to terms, checking documents, and issuing certificates on the screen while listening to voice guidance. The AI consulting service will be available not only through the customer center's main number but also through branch main numbers and the dedicated retirement pension number. The AI chatbot will also be improved to automatically connect the consulting field based solely on the question content and to integrate consulting screens so that conversation context can be maintained. The bank plans to roll out the service in phases, starting with a first-stage opening in December this year.
Woori Bank is also strengthening its AI-based sales support system for employees. The AI-based customer management system "WM V.I.P." analyzes customers' asset status, transaction history, and investment experience to recommend which customers should be prioritized for management that day and to provide customized consulting information. The AI provides "AI Insight," which summarizes analysis content and consulting guides for each customer, and it also presents customers who should be contacted first according to changes in market conditions, supporting timely consultations.
Through this, employees can reduce the time spent directly analyzing vast amounts of customer data and focus more on actual customer consultations and relationship building. Woori Bank plans to continue its enterprise-wide innovation in AI-based financial services by continuously expanding AI-driven customer analysis and consulting and sales support functions.