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</script> </div> </div> <section class="news"> <div class="news_view"> <ul> <li> <h1>DB생명, 콜센터 업무에 AI 날개 … 최초의 상담사용 챗봇</h1> <div class="view_img"> <p>최초입력 2025.05.21 00:00:00</p> <button type="button" class="btn_view btn_plus2" onclick='controlContentFontSize(0)'><span class="ico_comm ico_plus">크게</span></button> <button type="button" class="btn_view btn_min2" onclick='controlContentFontSize(1)'><span class="ico_comm ico_min">작게</span></button> </div> <div class="share_box"> <img src="//bimg.mk.co.kr/mkbn/mob/ic_sc2.png" width="29" alt="페이스북" onclick="sendThis('facebook');" data-label="facebook" data-category="share" class="sns_section_li" sns_name="facebook"> <img src="//bimg.mk.co.kr/mkbn/mob/ic_sc3.png" width="29" alt="트위터" onclick="sendThis('twitter');" data-label="twitter" data-category="share" class="sns_section_li" sns_name="twitter"> <a href="javascript:void(0);" data-label="kakaotalk" data-category="share"><img class="sns_section_li" sns_name="kakaotalk" src="//bimg.mk.co.kr/mkbn/mob/ic_sc4.png" width="29" alt="카카오톡"></a> <span class='bandSpabStyle2'> <script type="text/javascript"> new ShareBand.makeButton({"lang": "ko", "type": "c", "text": "", "withUrl": true}); </script> </span> <a onclick="sendMail();" href="javascript:void(0);" data-label="email" data-category="share"><img src="//bimg.mk.co.kr/mkbn/mob/ic_sc1.png" width="29" alt="메일보내기"></a> </div> </li> <li> <p class="sub_tit"></p><!-- View Type : 9--> </li> <style> #artText .mid_title { display: none; } </style> <li> <div id="artText" class="view_txt" style="font-size: 16px;"><div class="thumb_area img"> <figure> <div class="thumb"> <img loading="lazy" src="https://wimg.mk.co.kr/news/cms/202505/21/20250521_01110303000001_L00.jpg" orgWidth="1000" orgHeight="1333" alt="사진설명" > <button class="btn btn_ic btn_zoom"> <i class="ic ic_zoom"></i> <span class="is_blind">사진 확대</span> </button> </div> <figcaption> </figcaption> </figure></div> DB생명이 한국능률협회컨설팅(KMAC)에서 주관하는 '2025년 한국산업의 서비스품질지수(KSQI)' 콜센터 부문에서 10년 연속 우수콜센터 및 4년 연속 고객감동콜센터로 선정됐다. <br><br>DB생명은 생명보험사 중 유일하게 상담조직을 직영으로 운영하고 있으며 상담사를 대상으로 한 다양한 복리후생 제도와 프로모션, 심리상담, 의무 휴게 시간 운영 등 사기 진작 및 근무환경 개선을 위해 노력하고 있다. <br><br>DB생명은 기존의 음성 중심 ARS에서 한 단계 더 나아가 스마트폰 화면을 통해 메뉴를 직관적으로 확인하고 직접 터치해 업무를 처리할 수 있는 보이는 ARS 서비스를 도입해 고객 편의성을 크게 향상시켰다. <br><br><div class="thumb_area img"> <figure> <div class="thumb"> <img loading="lazy" src="https://wimg.mk.co.kr/news/cms/202505/21/20250521_01110303000001_M01.jpg" orgWidth="500" orgHeight="333" alt="김영만 대표" > <button class="btn btn_ic btn_zoom"> <i class="ic ic_zoom"></i> <span class="is_blind">사진 확대</span> </button> </div> <figcaption> <span class="thum_figure_txt">김영만 대표</span> </figcaption> </figure></div> <br><br>DB생명은 생보업계에서는 최초로 콜센터에 상담사용 AI챗봇을 도입했다. 새롭게 개발한 AI챗봇은 상담사가 고객과 실시간 통화 중에도 활용할 수 있도록 설계됐으며 지식DB에 저장된 보험 약관, 판매예규, 각종 매뉴얼 등 다양한 업무자료를 빠르게 검색하는 것을 넘어 고객이 궁금해하는 질문을 AI챗봇에 입력하면 실시간으로 답변을 받을 수 있어 상담에 소요되는 시간을 줄이고 상담 효율성을 크게 높일 수 있을 것으로 기대된다. <br><br>DB생명은 향후 상담사 연결 없이 고객과 AI챗봇이 직접 상담할 수 있도록 AI챗봇 기능을 지속적으로 고도화시켜 나간다는 방침이다. <br><br>DB생명 콜센터는 고품질 콜서비스 제공을 위해 서비스레벨률, 상담만족도, QA평가 등 통화 품질과 관련된 항목을 핵심 지표로 관리하고 다양한 교육 프로그램도 운영하고 있다. <br><br>DB생명 관계자는 "미래 지향적 콜센터 운영을 위해 IT 인프라와 고객감동 두 축을 기반으로 빠르고 정확한 서비스를 제공하고 고객의 기대를 뛰어넘는 서비스를 제공할 수 있도록 끊임없이 노력할 것"이라고 말했다. <br><br> [ⓒ 매일경제 & mk.co.kr, 무단 전재, 재배포 및 AI학습 이용 금지]</div> </li> </ul> <div id="reple"> <script type='text/javascript'> window.livereOptions = { refer : 'mkbn.mk.co.kr/news/special-edition/11321882', site : 'https://mkbn.mk.co.kr/news/special-edition/11321882' }; </script> <div id='lv-container' data-id='mk' data-uid='MjQvMzYvMjc='> <script type='text/javascript'> (function(d, s) { var j, e = d.getElementsByTagName(s)[0]; if (typeof LivereTower === 'function') { return; } j = d.createElement(s); j.src = '//cdn-city.livere.com/js/embed.dist.js'; j.async = true; e.parentNode.insertBefore(j, e); })(document, 'script'); </script> <noscript></noscript> </div> </div> <script type="text/javascript"> 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