Toss Bank Saves 300 Hours Annually with AI Consultation

The Toss Bank jeonse loan team introduced an AI consultation service to address the issue of users contacting the customer center despite checking information, due to a lack of confidence. The existing screen-centric information delivery method had limitations in helping users find answers suited to their specific situations.

User Question Induction Strategy

Initially, only an empty input field was provided, resulting in low usage. Consequently, actual consultation inquiry data was analyzed to display expected questions for each stage. As a result, AI usage on the intro screen increased by approximately 5 times, and on the review waiting screen, by approximately 2 times.

Results and Implications

Users who utilized AI consultation had a call connection rate approximately 10%p lower than those who did not. This led to a reduction of 550 consultation calls per month, saving 300 hours annually based on call duration. When expanded to other loan products, the savings effect is projected to be more than 10 times greater.