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</script> </div> </div> <section class="news"> <div class="news_view"> <ul> <li> <h1>NH농협은행, 모두를 위한 '말벗 서비스'부터 디지털 ARS까지</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_01110303000004_L00.jpg" orgWidth="1000" orgHeight="667" 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> NH농협은행이 한국능률협회컨설팅(KMAC)에서 주관하는 '2025년 한국산업의 서비스 품질 지수(KSQI)' 콜센터 부문에서 15년 연속 우수콜센터 및 4년 연속 고객감동콜센터로 선정됐다. <br><br>농협은행은 올해 조사에서 체계적인 VOC 관리로 소비자 보호를 강화하고, RPA 연계 서비스 확대 및 솔루션 전환을 통한 업무 효율성 향상, 상담사 보호를 위한 감성 케어 강화, 사회 취약계층을 위한 '말벗 서비스' 수행 등에서 높은 평가를 받았다. <br><br>또한 농협은행은 인공지능(AI) 모델 업그레이드를 통해 비대면 실시간 채팅 상담의 정확성을 향상했다. AI 자동 분류 콜 확대로 상담 연결성을 개선하고, 디지털 ARS를 확대 적용해 상담의 편의성을 높였다. <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_01110303000004_M01.jpg" orgWidth="500" orgHeight="721" alt="강태영 은행장" > <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">강태영 은행장</span> </figcaption> </figure></div> <br><br>취약계층 금융소비자를 위해 디지털 ARS를 통한 수어(영상) 상담과 고령 고객을 위한 '어르신 전용 상담전화' 등을 운영하고 있다. 특히 농협은행은 독거 어르신에게 일주일에 1회 이상 전화로 말벗이 돼드리는 말벗 서비스 사업을 2008년부터 18년째 이어오고 있으며, 보건복지부 주관 '독거노인 사랑잇기' 사업에 대해서도 14년 연속으로 업무협약(MOU)을 체결해 후원금을 기부 중이다. <br><br>아울러 상담사의 감정노동 케어를 위해 전문 심리상담사와 심리상담 프로그램을 확대 운영하고 있으며, 포상 연수를 시행하는 등 감정노동에 지친 상담사들의 스트레스 관리에도 적극 힘쓰고 있다. <br><br>김선달 농협은행 고객행복센터장은 "모든 상담사 및 임직원의 노력으로 KSQI 15년 연속 우수콜센터 및 은행권 유일 고객감동콜센터로 선정될 수 있었다"며 "고객 중심, 상담사 중심 컨택센터로 변화하고, 올해 추진하고 있는 AI 기반 컨택센터 고도화를 통해 고객님께 양질의 상담 서비스를 제공하도록 힘쓰겠다"고 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/11321885', site : 'https://mkbn.mk.co.kr/news/special-edition/11321885' }; 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