Generative AI Financial Knowledge Q&A Service
Learning 100,000 Shinhan Bank Business Knowledge Items
GPT-Based AI Banker to Launch in the First Half of the Year
On May 12, LG CNS announced that it has built a ChatGPT-based enterprise artificial intelligence (AI) service called the "Generative AI Financial Knowledge Q&A Service" for Shinhan Bank employees and subscribers. This marks the first use of generative AI in the financial sector by both Shinhan Bank and LG CNS.
The Generative AI Financial Knowledge Q&A Service is an upgraded version of the existing keyword search chatbot, enhanced with ChatGPT and Retrieval-Augmented Generation (RAG) technology. For example, when users ask questions such as "Tell me about Shinhan Bank's loan products" or "What documents are required to open A savings product?", the service provides immediate answers.
This service delivers responses based on more than 100,000 pieces of financial knowledge, including Shinhan Bank's business knowledge and product manuals, thereby improving employee productivity and efficiency. To generate accurate answers, LG CNS developed a parsing engine that structures complex financial documents by extracting and organizing necessary information from unstructured documents. Additionally, a chunking-based search function was designed to improve search accuracy by dividing large unstructured data, such as text, into smaller segments.
The service for users has also been enhanced. The AI banker, powered by ChatGPT, will use ChatGPT to respond to customer inquiries in a more natural manner. It will perform tasks such as opening new deposit accounts and issuing check cards, foreign currency exchange, and handling financial inquiries at the counter with greater accuracy. The ChatGPT-based AI banker service is scheduled to launch within the first half of this year, starting with the Seosomun branch in Seoul and expanding to other locations.
Security has also been strengthened. To enhance security in connection with the introduction of ChatGPT, LG CNS applied its proprietary generative AI security solution, "SecuXpert AI." This solution detects abnormal activities in real time that are input into the generative AI, preventing the personal information of Shinhan Bank employees and subscribers from being transferred to ChatGPT. It also detects and blocks external attacks and unethical queries directed at ChatGPT in advance.
Kim Taehoon, Executive Vice President and Head of the AI Cloud Business Division at LG CNS, said, "As the adoption of generative AI expands in next-generation projects in the financial sector, LG CNS will continue to strengthen its business competitiveness."
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