Smarter Shinhan Bank 'AI Chatbot'... "Experience Aurora"

[Asia Economy Reporter Kwangho Lee] Shinhan Bank announced on the 16th that it has advanced the knowledge quality management function of its AI chatbot service, 'Aurora.'

This advancement has been underway since September last year to establish ▲a knowledge quality management system ▲data analysis-based personalized services ▲integration with various channels.

Shinhan Bank created a knowledge system that enables the chatbot to accurately recognize customers' question intents and improve the accuracy of responses by analyzing 3 million chatbot consultation histories and organizing 110,000 pieces of knowledge.

In particular, the advancement of knowledge quality management introduced new indicators for the first time in the industry, such as answer similarity rate and perceived answer rate. Through this, Shinhan Bank conducts a full survey of more than 30,000 chatbot consultation histories daily, maintaining an average answer similarity rate of over 96% according to user queries.

Additionally, by analyzing chatbot user behaviors such as recent question views and frequently asked question scraps, a new 'My Service' feature was added.

A Shinhan Bank official said, "Through this advancement, we improved the answer rate and internalized knowledge management capabilities, laying the foundation for expanding various chatbot services." He added, "Going forward, we plan to analyze 305 services and 4,492 screens of the Shinhan application (SOL) to provide chatbot services based on customer usage patterns."