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‘Hello, may AI help you?’ in a Hyundai Card first

Apr 06,2019
Hyundai Card is using artificial intelligence (AI) for customer service to speed issue settlement times.

In the past, customers have faced a lag when an automatic response system (ARS) connects them to human consultants.

But with the new system Artificial Intelligence--Automatic Response System (AI-ARS), which was switched on on Thursday, there is no waiting.

“Now, when a customer calls the Hyundai Card Customer Center, the artificial intelligence system recognizes the phone number and connects the customer directly to the artificial intelligence agent,” Hyundai Card said in a statement.

“For instance, if a customer says, ‘I want to pay,’ the AI agent tells the customer, ‘If you make payment of XX, the total is XX including principal YY and interest ZZ. Do you want to make a prepayment?,’” the statement said.

The card issuer said that the AI-ARS is the first such system used by a card company.

The service can be used for a limited range of services, which the company says are the most frequent queries: prepayments, limit inquiries, limit adjustments, billing and payment history confirmations, new password registration and password changes

Hyundai Card expects AI agents to be able to handle about 450,000 cases a month, up to 30 percent of 1.5 million calls it receives.

BY PARK EUN-JEE [park.eunjee@joongang.co.kr]