Cho Dae-heon, head of Hana Securities’ AI Digital Strategy Division, said the company aims to use the new platform to address customer pain points and further improve service quality. He added that Hana Securities will continue to enhance consultation convenience and strengthen its customer-centric approach through ongoing advancements in AI-driven services.
Hana Securities said Wednesday it has launched “Hana Q,” a generative artificial intelligence–powered chatbot designed to provide round-the-clock consultation services and enhance the overall customer experience.
The new service operates 24 hours a day, 365 days a year, delivering immediate responses without waiting times. By adopting a conversational interface, “Hana Q” enables more natural interactions, allowing questions and answers to flow seamlessly in real time.
The rollout marks a shift from earlier chatbot systems that relied on predefined responses based on categorized inquiries. Instead, “Hana Q” leverages real-time searches of internal knowledge databases to generate more precise and professional answers tailored to individual customer needs. The company said this transition reflects its focus on moving beyond basic guidance toward more practical, solution-oriented consultation.
In addition to improved accuracy, the chatbot is designed to understand the context of user queries and handle follow-up questions continuously, rather than responding solely to keywords. This allows customers to address a wide range of needs—from account management and transaction processes to product information and system guidance—through a single, integrated channel.