TLDR: KB Kookmin Bank has officially launched a new generative artificial intelligence (AI) consulting chatbot designed to assist its employees during customer interactions. This innovative tool, which integrates with existing machine learning systems, aims to significantly boost the efficiency and accuracy of consultation services by providing rapid access to comprehensive financial information.
SEOUL – KB Kookmin Bank announced on July 13, 2025, the commencement of operations for its new generative artificial intelligence (AI) consulting chatbot. This advanced system is specifically designed for internal use by bank employees during their consultations with customers, marking a significant step in the bank’s digital transformation efforts.
The newly introduced chatbot leverages a financial consulting agent derived from a generative AI service, which received designation as an innovative financial service by the Financial Services Commission in November of the previous year. By combining the bank’s existing machine learning (ML)-based employee chatbot with this generative AI, KB Kookmin Bank aims to enhance both the accuracy and usability of its consultation services.
A primary benefit of the new system is its ability to provide employees with swift and precise information regarding banking business regulations, internal guidelines, detailed product specifications, and various services. This immediate access to comprehensive data is expected to considerably improve the speed and accuracy of customer responses, thereby streamlining the consultation process.
KB Kookmin Bank has outlined plans for the future, indicating a gradual expansion of customer-facing AI consulting services. This will be achieved through continuous refinement of the generative AI’s data and overall quality. An official from KB Kookmin Bank stated, “By utilizing the generative AI-based consulting chatbot, we will increase operational efficiency while providing a higher level of service to customers. We will continue to leverage the latest AI technologies to offer new and innovative experiences for both customers and employees.”
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This initiative aligns with a broader trend within the South Korean financial sector, where the adoption of AI, particularly generative AI, is rapidly gaining momentum. Financial institutions are increasingly turning to AI solutions to enhance customer experience, improve operational efficiency, and adapt to the growing preference for non-face-to-face transactions. Previous AI endeavors by KB Kookmin Bank, such as the AI chatbot ‘Bibi’ and the internal beta-tested ‘Honey Assistant,’ underscore the bank’s ongoing commitment to integrating advanced technology into its services. The financial industry anticipates that generative AI could contribute substantially to revenue, with some estimates suggesting a potential increase of 2.8 to 4.7 percent in banking industry revenue, translating to hundreds of billions of dollars in value.
