KB Securities is expanding its consumer protection system using artificial intelligence (AI) from th..

KB Securities is expanding its consumer protection system using artificial intelligence (AI) from the stage of product subscription to civil complaints and customer opinion management.

KB Securities announced on the 7th that it will expand its AI-based consumer protection system to all stages from financial product sales sites to post-civil complaint management to create an environment where financial consumers can trade with confidence.

KB Securities introduced a service in which AI checks the subscription process in real time for customers who subscribe to public offering funds using tablets since July, and expanded the applicable products to wrap accounts from the 31st of last month.

The system immediately verifies that the product description and essential instructions have been properly communicated by AI before the customer leaves the branch. If any missing or insufficient parts are found, it is designed to take measures in advance so that there is no disadvantage by conducting supplementary guidance and re-recording on-site before customers leave the branch.

In addition, AI technology is also actively used in the post-management stage that occurs after signing up for the product. The "Civil Service AI Service," which was implemented in the second half of this year, automates the receipt, classification, analysis, and response of civil complaints, accurately identifies the key points and types of civil complaints, and provides a "resolution guideline" that comprehensively analyzes past similar cases, related laws and internal regulations to civil complaint handling officers.

In addition, when various opinions (VOCs) delivered by customers are received, it is possible to accurately analyze customer opinions through VOC AI service, reflect practical opinions on various customer opinions, and derive improvement tasks.

An official from KB Securities said, "From taking care of customers right away so that they don't miss any explanations when signing up for financial products, to finding and improving small inconveniences that customers have felt since the transaction, we will continue to strengthen AI-based consumer protection services that meet customers' eyes to become the most trusted financial partner."