KB Securities expands AI-powered real-time product sales monitoring to wrap accounts

KB Securities said Monday it is expanding an AI-based consumer protection system to cover the full arc of financial product sales — from the point of subscription through post-sale complaint management. The system checks in real time whether required product disclosures have been made and applies AI to the analysis of customer complaints and feedback.

KB Securities introduced the service in July, initially targeting customers signing up for public offering funds via tablet devices. On Aug. 31, the company extended coverage to wrap accounts as well.

The system verifies, before a customer leaves a branch, that all required product explanations and mandatory disclosures have been properly delivered. If any gaps or omissions are detected, staff provide supplementary explanations and re-record the consultation on the spot. The approach catches and corrects disclosure shortfalls at the subscription stage itself, rather than after the sale is complete.

AI is also being used to manage complaints after a product is purchased. A complaint AI service introduced in the second half of this year supports the intake, classification, analysis and handling of customer complaints. When a customer submits a complaint, the AI identifies the key issues and complaint type, then analyzes past similar cases, relevant laws and internal regulations to provide resolution guidelines to the staff member handling the case.

The company has also applied AI to customer feedback analysis. The system processes incoming feedback to identify customer inconveniences and improvement requests, and derives service improvement tasks from the findings.

"Everything from making sure no required explanation is missed at the point of subscription to identifying even minor inconveniences a customer feels after a transaction is part of our effort to protect customers," a KB Securities official said. "We will continue to strengthen AI-based consumer protection services tailored to our customers' expectations and become the most trusted financial partner."

KB Securities has also been broadening its retirement pension products and services to strengthen customer asset management. On Friday, it launched a service allowing customers to invest directly in individual investor government bonds through defined-contribution retirement pension and individual retirement pension accounts. The first subscription opens Wednesday, covering 10-year and 20-year bonds.