Hong Sung-jun, the Chief Design Officer (CDO) of Bank Salad, said on the 29th, "The intersection of My Data and intelligent agents can change customers' daily lives," adding, "Bank Salad will focus on enhancing customers' experiences to maximize the benefits they can enjoy in their daily lives through artificial intelligence (AI) services."
At the Future Finance Forum event held under the theme of "AI, Big Data, and Future Finance" at the Westin Chosun Hotel in Jung-gu, Seoul, Hong CDO noted, "While AI technology is rapidly advancing, the reason users are dissatisfied is that they do not understand customer experiences." On that day, Hong CDO gave a lecture titled "Beyond technology to experience innovation" and introduced cases of Bank Salad's use of AI technology.
Hong CDO stated, "My Data is an infrastructure where customers' data related to health, finance, and more is stored, making it the most accurate tool to understand individuals' tendencies." He added, "Intelligent agents should recognize how to achieve beneficial goals based on My Data in customers' daily lives and should discover ways to implement them."
He added, "When My Data and intelligent agents come together, they can automatically recommend benefits and values that are difficult for users to recognize, allowing for the design of experiences that maximize benefits in daily life."
Hong CDO explained that Bank Salad plans to provide practical benefits to customers through its own AI service called "Topping." He stated, "To enhance the AI service Topping, we are making significant efforts from the user's perspective," further saying, "If customers are planning a trip, it will evolve into a service that recommends everything from itineraries to budget planning by analyzing their lifestyle patterns and spending habits."
He mentioned, "In terms of customer experience, the speed of AI technology has improved by 37% and accessibility by 47%, yet more than 90% of users still prefer to communicate with humans over AI," adding, "This is ultimately due to a lack of understanding of customers. Bank Salad will develop services under the principle of providing the values that users genuinely need."
He continued, "To understand customers, we are enhancing services through 14 user experience surveys, 4 beta tests, and 7 consumer satisfaction surveys," stating, "We will continue efforts to find the points where users are satisfied."