TLDR: KB Insurance has introduced an “AI Complaint Resolution Assistant” utilizing generative AI technology. This service automatically analyzes customer voice data from call centers, classifies complaint types, and provides real-time processing guides to agents. The aim is to enhance customer service quality by ensuring faster, more accurate, and consistent complaint handling. The company plans to further develop this into a “One-Stop Complaint Processing Service” and continuously improve its accuracy by incorporating real-time feedback.
KB Insurance, led by CEO Koo Bon-wook, announced on November 3, 2025, the launch of its “AI Complaint Resolution Assistant” service, which leverages generative AI technology. This innovative AI Agent service is designed to analyze customer voice data received through call centers, automatically categorize complaint types, and swiftly provide tailored processing guidelines to customer service representatives. The primary objective is to resolve customer inconveniences more rapidly and accurately, thereby significantly elevating the perceived quality of service.
The “AI Complaint Resolution Assistant” functions by processing recorded call information to identify and classify various complaint categories. For each identified type, it instantly displays relevant information in a pop-up window, including detailed processing methods, associated departments, and contact persons. This real-time support enables complaint handlers to quickly grasp customer requests and necessary information, ensuring consistent and efficient resolution processes.
KB Insurance is committed to continuously improving the accuracy of the AI system by immediately integrating feedback provided by agents in the field into the AI’s learning model. This iterative enhancement process is expected to minimize errors during customer interactions and simultaneously boost both the speed and precision of complaint resolution.
Looking ahead, KB Insurance intends to evolve the “AI Complaint Resolution Assistant” into a “One-Stop Complaint Processing Service.” This advanced version will offer comprehensive solutions, including specific handling procedures for different complaint types, relevant legal provisions, and supporting evidence. Additionally, the company plans to develop systems for automatic provision of necessary forms and management of on-site documentation.
A representative from KB Insurance stated, “We anticipate that the newly introduced ‘AI Complaint Resolution Assistant’ will enable us to handle a wide range of customer complaints more quickly and accurately.” The representative further emphasized, “We will continue to actively utilize digital technology to develop a customer-centric complaint response system.”
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This initiative follows previous AI-driven advancements by KB Insurance. In September, the company launched an “Automobile Accident Fault Ratio Guidance AI Agent” that analyzes accident details to automatically calculate estimated fault ratios. Last month, it also implemented a “Call Center Consultation Support AI Agent” to summarize past consultation records for agents, ensuring continuous and consistent service for customers with prior interaction history.
