Reads Customer Anger... Shinhan Bank Introduces AI Sentiment Analysis System

Shinhan Bank announced on the 8th that it has introduced an 'Artificial Intelligence (AI) Emotion Analysis System' that identifies various customer emotions using deep learning-based emotion analysis technology.

This system analyzes the customer's emotional state in real time based on empathy intelligence during consultations with the AI voice bot, using the customer's conversation, voice tone and emphasis, and choice of words, and immediately connects the customer to the necessary service if needed.

In particular, with the introduction of this system, Shinhan Bank has enhanced the level of financial accident prevention by suspecting financial incidents such as voice phishing and fraud when anxious voice or words are detected from customers, and promptly connecting them to the fraud response team at the customer service center.

Also, if it is judged that the customer is having difficulty or discomfort consulting with the AI voice bot, the system quickly connects the customer to a customer service center agent to help resolve the issue, ensuring a smooth consultation process. Customer service agents receive the customer's emotion analysis results and can conduct consultations delicately, taking the customer's emotional state into consideration.

A Shinhan Bank official said, “Through the newly introduced AI emotion analysis system, we have enhanced our ability to prevent financial accidents and respond to the customer consultation process,” adding, “We will continue to advance our services to improve customer experience in the future.”