KB Securities Expands AI-Based Consumer Protection System

[Financial News] KB Securities announced on the 7th that it would expand the operation of its artificial intelligence (AI)-based consumer protection system to create a safer trading environment.
After introducing a service in July that uses AI to monitor, in real time, the subscription process for customers joining public offering funds via tablets, KB Securities expanded the range of applicable products to include Wrap Accounts on August 31.
Before customers leave a branch, the system immediately checks whether product explanations and mandatory disclosures were properly provided. If any omissions or deficiencies are identified, supplementary explanations and re-recordings are conducted on-site before the customer leaves, allowing the issue to be addressed in advance and preventing any disadvantage to the customer.
The company also explained that it is actively using AI technology in post-subscription management.
The Complaints AI Service, launched in the second half of this year, automates the receipt, classification, analysis and handling of complaints. Once a complaint is entered, it accurately identifies its key points and type, then provides complaint-handling staff with a “resolution guideline” based on a comprehensive analysis of similar past cases, relevant laws and internal regulations.
When customers submit various opinions through voice of customer (VOC) channels, the VOC AI Service precisely analyzes their feedback and helps identify practical ways to reflect it and derive improvement tasks.
KB Securities is continuing to expand its “AI-Based Consumer Protection Virtuous-Cycle Lifecycle.” Going forward, it plans to connect additional AI analysis capabilities across its customer-contact systems to further enhance the system.
A KB Securities official said, “We will continue to strengthen AI-based consumer protection services tailored to customers’ needs and become the most trusted financial partner.”

[email protected] Juwon-gyu Reporter