Lee Eun-mi, CEO of Toss Bank, said on the 29th, “Many financial companies are currently investing resources into generative artificial intelligence (AI) and focusing on advancing technology, but what’s really important is problem-solving ability,” adding, “Ultimately, it’s a matter of who can better solve the financial problems that customers experience.”
On this day, Lee noted during a presentation at ChosunBiz’s ’2025 Future Finance Forum' held at the Westin Chosun Hotel in Jung-gu, Seoul, that “it’s not that having superior AI technology is important, but rather a shift in perspective that thinks from the customer’s standpoint is necessary.”
Lee stated, “When something completely new emerges in the market, we call it innovation, but innovation was not the standard for the industry from the beginning,” and added, “Innovation starts with small experiments and later becomes the standard for the industry.” She continued, “Innovation in the financial industry always starts from a small perspective. This is why AI and data must be utilized in connection with the inconveniences experienced by customers.”
Lee said, “Looking at internet banks from the perspective of customers, the completely non-face-to-face nature can reduce anxiety in financial transactions,” and added, “Because of this, internet banks are focusing on designing trust within their platforms by providing services such as fraud prevention and real-time transaction timelines.”
She further explained that Toss Bank is utilizing AI and data with the goal of embracing all customers, including those with limited financial history, small business owners, and foreign residents, stating, “We are enhancing financial accessibility by advancing our credit evaluation model and providing fast and easy financial services.”
Lee identified convenience, utility, and trust as the three key elements necessary for achieving future finance. She also emphasized that among these, the unchanging essence of finance is trust. She stressed that AI and data should not just be marketing tools, but must lay the groundwork for a deep understanding of customers.
Lee noted, “Quickly resolving small inconveniences that stick like thorns in one’s hand is true innovation,” adding, “Customers prefer financial services that respond to their small voices and relieve their inconveniences rather than a perfect system.”