Just ask, “When is my card coming?” and Toss Bank’s AI will answer in 30 seconds

[Financial News] Toss Bank is rolling out an “artificial intelligence (AI) chat agent” to all customers, allowing them to handle everything from checking card deliveries to reporting lost cards through conversation. The service improves convenience by reducing the time customers spend searching for menus in the app or waiting to connect with an agent.
According to financial industry sources on the 7th, Toss Bank’s new AI chat agent has cut the time it takes to get assistance—from more than five minutes when connecting to an agent to around 30 seconds. A survey of customers who completed consultations over the week starting on the 27th of last month found that satisfaction with AI consultations was nearly twice as high as with the existing chatbot.
Toss Bank’s AI chat agent is a financial AI chatbot that uses a large language model (LLM) to understand customers’ intent and the context of their conversations and respond accordingly. Unlike conventional chatbots that answer according to set scenarios, it also handles practical tasks such as providing card delivery updates, checking why a payment was declined, and reporting lost cards.
For example, if a customer asks, “When will the card I applied for yesterday arrive?”, the agent provides an update on its delivery status.
To improve security as well as convenience, Toss Bank has implemented a proven financial security system. Rather than entering sensitive personal information directly into the chat window, customers are immediately directed to Toss Bank’s security verification screen, which offers facial and fingerprint authentication, among other options.
When a human agent is needed, the conversation is handed over in the same chat window. Customers are connected to an agent in emergencies such as voice phishing or financial fraud, when a risk of incorrect guidance is detected, or when a conversation becomes lengthy. They can continue the consultation without having to explain again what they discussed with the AI.
A Toss Bank representative said, “We will continue to drive innovation that solves problems in the safest and most intuitive way at the moment customers need it most.”
The launch of the AI chat agent has established Toss Bank’s in-house customer service infrastructure. Toss Bank has integrated the AI agent with its in-house knowledge management system, Help Docs; its customer conversation system, Help Chat; and its agent-only platform, Help Desk. The bank plans to continue improving the convenience and quality of customer service through its own technological capabilities.
Meanwhile, last year Toss Bank was designated an Innovative Financial Service by financial authorities to enable it to introduce a financial consultation service using AI.

[email protected] Lee Hyun-jung Reporter