High marks for AI-based financial fraud prevention

Early risk detection powered by specialist staff

Dunamu employees pose for a photo at a KSQI certificate presentation ceremony held June 2 at the company's headquarters in Seocho-gu, Seoul. From third from left: Ahn Jae-min, head of Upbit's operations support team; Kim Hye-young, operations director of Dunamu CX; and Son Hyeok-jin, CEO of Dunamu CX. [Dunamu]
Dunamu employees pose for a photo at a KSQI certificate presentation ceremony held June 2 at the company's headquarters in Seocho-gu, Seoul. From third from left: Ahn Jae-min, head of Upbit's operations support team; Kim Hye-young, operations director of Dunamu CX; and Son Hyeok-jin, CEO of Dunamu CX. [Dunamu]

Dunamu announced Friday that the Upbit customer center has been named an "excellent call center" in the call center category of the 2026 Korean Service Quality Index, an annual assessment administered by Korea Management Association Consulting.

Dunamu held a certificate presentation ceremony June 2 at its headquarters in Seocho-gu, Seoul, attended by KMAC officials including Song Gwang-ho, head of the corporate value innovation group.

The KSQI is a system under which KMAC evaluates the customer-facing service quality of major domestic companies and institutions each year. A panel of professional assessors rates call centers from the perspective of actual customers, examining criteria such as counseling attitude, professional expertise, response accuracy, problem-solving ability and customer empathy.

The Upbit customer center received high marks in the category of leading non-face-to-face channels for AI-based financial fraud prevention, earning recognition for its customer service capabilities tailored to the digital financial environment and its differentiated service competitiveness.

The Upbit customer center has expanded its role beyond a basic inquiry desk to serve as a customer protection touchpoint that safeguards digital asset users. As financial fraud tactics grow increasingly sophisticated, the center has focused on combining AI technology with specialist counseling staff to quickly identify warning signs and proactively provide users with preventive information.

In addition to handling user inquiries promptly and accurately, the center operates a counseling system designed to identify early risk factors for financial incidents — including voice phishing, impersonation scams and account takeovers — and to deliver preventive guidance. Through tailored guidance and specialist consultations suited to each situation, it also works to prevent financial fraud and minimize customer inconvenience.

The center has also introduced an AI-powered counseling support system to deliver more consistent and accurate service. It is concentrating on strengthening counseling capabilities to keep pace with the evolving digital asset market and changing financial fraud methods.

Dunamu said the recognition is meaningful because it validates the differentiated service quality and expertise of the Upbit customer center, which goes beyond resolving customer inquiries to support users in using the service with confidence.

"This KSQI excellent call center designation is the result of our continuous efforts to operate customer-centered services and improve counseling quality," a Dunamu official said. "We will continue to do our best to provide counseling services our customers can trust and to deliver the highest level of customer experience in the digital asset industry."


woo@heraldcorp.com