Woori Card chatbot and chat-consultation rebuild project

Project overview

Woori Card is the credit card company of Woori Financial Group, providing a range of customer-tailored services and benefits under the core values of "tailored, convenient, respectful".

Core solution

• Migration of the existing chatbot service scenarios, implemented features and supporting data
• More than 10 additional personalized service scenarios, such as card spending checks, point-accrual notices and usage prompts
• More than 30 new chatbot scenarios, such as card delivery lookup and change, and cash-function registration
• Recognition accuracy of 92% or higher, sustained through continuous collection, training and validation of customer utterances
• Greater customer convenience through improved chatbot UI/UX and readability

Value delivered

- Seamless integration between the chat-consultation system and the chatbot system, improving agent handling convenience and shortening after-call work (chatbot conversation history lookup, running chatbot scenarios during a chat consultation, automatically ending the chat consultation when the chatbot session ends, and more) - Advancing the digital consultation environment through chatbot + visual IVR + AI voicebot integration, delivering easy and fast service to customers