[Asia Economy Reporter Haeyoung Kwon] Shinhan Bank announced on the 25th that it will implement an 'Artificial Intelligence (AI) Consultation Service' that supports fast and accurate customer consultations using a voice bot.
The AI Consultation Service allows the AI voice bot 'Ssolri' to respond to customer phone inquiries, providing necessary information immediately without waiting time. If the customer needs more detailed information and requests to speak with a staff member, they are connected directly to the most suitable consultant, enabling a 'complete consultation service' without having to repeat their request.
Previously, customers had to listen to ARS voice guidance for about 2 to 3 minutes before being connected to a consultant, but with the introduction of AI Ssolri, connection to a professional consultant is possible in about 40 seconds. For simple tasks such as faxing transaction details or setting up automatic transfers, notification messages are sent so customers can easily handle them via mobile banking.
Shinhan Bank has incorporated its high-quality consultation expertise, proven by being selected as an excellent call center in the Korea Service Quality Index (KSQI) for 17 consecutive years and ranking first in the Call Center Quality Index (KS-CQI) for 5 consecutive years, into the AI voice bot. Additionally, the AI Consultation Service was completed using a large volume of data secured through the 'recording analysis system'?the first of its kind introduced and operated in the banking sector?and chatbot consultations, combined with Naver Clova's AI technology.
Shinhan Bank plans to pilot the AI Consultation Service on some lines of the customer consultation center, monitor the progress, and gradually expand its operation.
The customer consultation center will also evolve into an 'AI Contact Center.' The AI Contact Center is planned as a core business in the untact era and represents the ultimate form of a consultation center combining advanced technologies such as AI, Internet of Things (IoT), and cloud computing.
A Shinhan Bank official stated, "Shinhan Bank's AI Contact Center plans to implement a concierge service that provides all financial services in customers' daily lives anytime and anywhere by utilizing cutting-edge technology."
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