Shinhan Bank Expands AlphaBot Service to More Branches

Advancing Work Areas with RPA Integrating Digital New Technologies like Chatbots

[Asia Economy Reporter Kwangho Lee] Shinhan Bank announced on the 29th that it has expanded the implementation of its advanced Robotic Process Automation (RPA) project for automating branch office tasks to all its branches.

Since introducing the RPA system to loan operations for the first time in the banking sector in 2017, Shinhan Bank has developed and applied automation for a total of about 70 RPA business processes.

With this expansion to branches, more than 800 branch locations nationwide can now use the system more easily and conveniently, allowing them to experience the digitalization of business processes firsthand. The system has been fully implemented under the name "Alphabot," which is easy for employees to call.

Moving beyond the previous method of mainly performing simple and repetitive tasks centered on head office operations, frontline branch employees can now quickly utilize Alphabot during customer consultations or while processing tasks. In addition to reducing simple workloads, the bank is also promoting compliance-strengthening tasks that help prevent employee errors.

For example, among Alphabot services using AI technology, the payroll transfer service previously required employees to manually enter data from paper documents. Now, by utilizing AI Optical Character Recognition (AI-OCR) technology, application documents are automatically converted, enabling faster payroll transfers.

A Shinhan Bank official said, "Our goal is to secure work efficiency by automating employees' work processes so they can fully focus on customer consultations and care." He added, "In the future, we plan to implement about 100 tasks and 270 processes, handling over 3 million cases annually to assist our employees."