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Financial

K◯◯ Digital Bank

K◯◯ Digital Bank

“By implementing everything at once—from non-face-to-face identity verification and consultation recording to a full disaster recovery environment—we significantly strengthened service stability.”

- Digital Consultation Team Leader, K◯◯ Digital Bank

 

Industry Fintech / Digital Banking
Products RemoteCall Visual Support
Usage Video Identity Verification & Consultation

Creating Useful Financial Services with Seamless Remote Support

As Korea’s first digital-only bank, K◯◯ Bank provides all financial services entirely through its mobile app without physical branches. Since its launch, the bank has rapidly expanded its customer base by offering convenient, user-centered digital financial services.
Operating without offline branches requires the bank to deliver all essential financial procedures—including identity verification and financial consultations—through secure digital channels. To ensure reliability, regulatory compliance, and high-quality customer interactions, K◯◯ Bank adopted RemoteCall Visual Support to enable secure video-based consultations and identity verification.

Key Challenges

  • Lack of Face-to-Face Verification Channels: As a fully digital bank without physical branches, K◯◯ Bank needed a reliable method to perform identity verification and financial consultations that traditionally required in-person interaction.
  • Limited Trust in Voice-Only Consultations: Traditional phone or text-based support channels were insufficient for ensuring consultation transparency, clear explanations, and customer confidence in financial transactions.
  • Financial Regulatory Compliance Requirements: Strict financial regulations required stronger identity verification processes and consultation records to ensure consumer protection and internal compliance.
  • Operational Complexity in Non-Face-to-Face Banking: Without visual interaction tools, agents faced limitations in guiding customers through complex financial processes, creating inefficiencies in digital customer service.

Why RemoteCall Visual Support Was Needed

Recognizing the limitations of voice-only customer support, K Bank began exploring video-based consultation solutions that could replicate key elements of face-to-face financial services in a secure digital environment.
After evaluating multiple solutions, the bank selected RemoteCall Visual Support for its ability to deliver stable, high-quality video consultations while meeting the stringent security and operational requirements of the financial industry.
RemoteCall Visual Support provides essential capabilities such as video-based identity verification, consultation recording, and real-time visual communication, enabling the bank to strengthen consumer protection while maintaining regulatory compliance.
A key deciding factor was the platform’s ability to operate reliably in large-scale environments. Its Active-Active redundancy architecture and Disaster Recovery  environment ensure uninterrupted service even during system failures, making it suitable for nationwide financial service operations.

How RemoteCall Was Integrated into K Bank’s Digital Consultation Service

In 2016, K Bank implemented RemoteCall Visual Support to build a secure video consultation system supporting both identity verification and financial advisory services.
The system was designed with a redundant infrastructure capable of handling nationwide consultation traffic, ensuring stable service availability for customers across the country. A dedicated Disaster Recovery environment was also implemented to maintain operational continuity in case of system disruptions.
Through the mobile banking app, customers can connect with support agents via video consultation to complete identity verification procedures or receive real-time guidance on financial products and account services.

K Bank Digital Consultation

Results Achieved with RemoteCall Visual Support

The implementation of RemoteCall Visual Support significantly enhanced the quality and reliability of K Bank’s non-face-to-face customer consultation services while strengthening regulatory compliance capabilities.

1. Improved Customer Consultation Quality: Video-based interactions enable clearer communication between customers and agents, improving consultation accuracy and overall service experience.
2. Enhanced Financial Identity Verification: Secure video-based identity verification strengthens trust in digital banking processes while meeting regulatory requirements.
3. Strengthened Compliance and Audit Management: Consultation recordings and detailed session logs provide a structured framework for audit, monitoring, and risk management.
4. Increased Operational Efficiency: Agents can guide customers more effectively through financial procedures using visual communication, reducing misunderstandings and improving resolution efficiency.
5. Expansion of Video-Based Financial Services: Building on the success of video consultations, K Bank plans to expand RemoteCall Visual Support across additional financial service channels.

RemoteCall Takeaways

  1. 1. Financial-Grade Security Infrastructure: Designed to meet the strict security and compliance requirements of the financial industry.
  2. 2. High Availability for Large-Scale Banking Services: Active-Active redundancy and Disaster Recovery environments ensure stable operations even in large-scale financial consultation environments.
  3. 3. Comprehensive Video Consultation Capabilities: Supports video-based identity verification, consultation recording, and real-time visual interaction for diverse financial service scenarios.
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