Banks use AI to enhance customer experience

South Korean banks are embracing artificial intelligence to better understand customers and enable them to take advantage of services more easily, as local financial institutions step up efforts to digitalize their operations. Hana Bank, one of the five major banks here, said Friday that it would use artificial intelligence to look through customer reviews in real-time so as to expand communication between customers and staff. "We see change every day in the banking industry. Getting immediate feedback on our financial services so we know what we need to do when we need to do it is vital to our expansion," a Hana Bank official in charge of the program said. AI is not only faster but also more nuanced in handling the staggering volume of reviews, meaning the machine draws clearer boundaries than humans between good and bad feedback, the official noted. The official added that a panel comprising all-age groups, including people aged from 20s to 50s, will be expanded to account for "human voice" AI could be missing.