Mirae Asset Securities internal and customer-facing chatbot platform build

Project overview

Mirae Asset Securities is a leading Korean securities firm with the largest assets in the country. Since its founding in 1970 it has continuously managed the largest pool of assets and is today the flagship company of Mirae Asset Financial Group. It has 4,000 employees, USD 100B in assets, USD 15B in revenue, USD 1B in operating profit and more than 10 global offices.

Core solution

• Responses to general enquiries such as account opening, membership registration and trading for securities transactions
• Automated responses to corporate customers' various retirement-pension enquiries
• Responses to roughly 200 related frequent enquiries
• Support for closing out enquiries through integration with the existing chat-consultation tool
• A B2E chatbot built at the same time, supporting chatbot/AICC platform adoption and in-house technical capability
• A chatbot built to guide employees through the internal IT help desk and security rules and procedures

Value delivered

- Declining service quality for consultation work that surges over short periods Example 1) Dec. 2021: year-end tax settlement enquiries Example 2) Jan. 2022: enquiries when a newly listed IPO occurs (LG Energy Solution) - Growing VoC requesting consultation outside business hours - Differences in answer quality between agents caused by the wide scope of work