Shinhan Financial Group Establishes Integrated AI Contact Center... Service Launch

Shinhan Financial Group announced on the 17th that it completed the establishment of the group's integrated Artificial Intelligence (AI) Contact Center (AICC) platform on the 16th and has started customer-facing services.

The AICC is an intelligent customer center where AI-powered voice and chatbots respond to consumer inquiries. Until now, each group company within Shinhan Financial has built and operated its own AICC using separate AI models.

The establishment of the integrated group AICC platform was promoted to enhance the platform through ▲integration of AI capabilities ▲cost reduction through unified management ▲and to increase the completeness and utilization of the AICC by enabling additional use by group companies and expansion of new service channels in the future.

Along with this, each group company of Shinhan Financial also upgraded existing services and added new ones. Shinhan Bank (Shinhan SOL Bank) improved ▲customer-facing AI consultation services ▲customer notification tasks related to credit ▲and customer support tasks related to retirement pensions. Additionally, by utilizing multimodal functions (business channels using web views) during consultations with AI voice bots and Automated Response Systems (ARS), customer convenience was enhanced.

Shinhan Card (Shinhan SOL Pay) introduced AI voice bot services and plans to utilize them for ▲payment history guidance ▲loss report and cancellation ▲card issuance screening ▲and loan consultations. Shinhan Investment Corp. (Shinhan SOL Securities) plans to provide additional services within this year that allow customers to directly handle tasks based on frequently asked chatbot questions such as credit transaction maturity extensions and mail return cancellations, following the recent launch of its KakaoTalk chatbot service last month.

A Shinhan Financial Group official stated, “The establishment of the integrated group AICC platform and the opening of customer-facing services were carried out to improve management efficiency and customer convenience through the advancement of digital technology,” adding, “Shinhan Financial will continue to explore various ways to pursue the group’s vision of easier, more comfortable, and newer financial services.”

Meanwhile, Jeju Bank has newly introduced AI consultation services and will be the first regional bank to launch the chatbot ‘Jini’ and AI voice bot services on its mobile app JBANK. Notably, Jeju Bank’s AI chatbot provides not only financial services but also non-financial services reflecting Jeju Island’s unique local characteristics, such as the ‘Jeju Dialect Dictionary’ and ‘Resident-Recommended Restaurants.’