The banking industry is entering a new era of digitalization with artificial intelligence chatbots. ChatGPT, one such AI chatbot developed by the U.S. research lab OpenAI, can provide both efficiency and security benefits to the banks. Executives and researchers of the banks have discussed the potential applications of ChatGPT ranging from all-day client consultation to automated document processing, personalized financial services and more.
Woori Financial Group’s Senior Vice President Oak Il-jin noted that the generative AI in the form of chatbot is gaining traction, citing potential advantages such as robust customer support and accelerated AI application across the industry. Research from the Hana Institute of Finance revealed that the use of AI is in an early stage yet offers ample potential for the banking industry.
The major banks in Korea are currently offering online consultation using basic chatbot programs. However, ChatGPT has the advantage of being able to take and process input data and generate creative responses for complex questions, leading to enhanced customer service experience. In addition to improved customer service, ChatGPT can potentially increase banking efficiency by taking on document tasks, making personalized financial products more accessible, and protecting customers from cybersecurity threats.
At the same time, banks are being cautious of potential security risks that come with using ChatGPT. The internet giants Naver and Kakao are currently in touch with the banks to create encrypted versions of ChatGPT tailored for their clients, highlighting the importance of preventing any leakage of customers’ confidential information.
Korean banks’ enthusiasm towards ChatGPT is a testament to the opportunities for AI-driven banking industry. Banks that are able to embrace the technology and play to its advantages can reap the benefits of digital transformation. The industry-wide caution towards security further exemplifies the need to ensure that customer data and intellectual property are kept safe in the midst of rapid adoption of AI technology.
