AI Counter Opens in Sillim Following Seosomun AI Branch
Loan Consultation Services to Expand in Q4
Full-Scale Use of ChatGPT... Investment Recommendations via App Next Year
Shinhan Bank has launched an AI-powered counter following the introduction of its unmanned branch, the 'AI Branch,' which utilizes artificial intelligence (AI) technology. This is the first time the bank has established a dedicated AI counter within an offline branch. Next month, the bank plans to upgrade its consultation capabilities by integrating 'ChatGPT,' a conversational AI. Through these advanced AI bankers, Shinhan Bank aims to provide consultation services for jeonse (long-term lease) loans within the year.
A customer is conducting banking transactions at the Shinhan Bank Seosomun Branch 'AI Branch' in Jung-gu, Seoul. Shinhan Bank
According to the financial industry on May 14, Shinhan Bank has been operating an AI counter at its Sillim-dong branch in Gwanak-gu, Seoul, since May 7. Following the opening of the AI Branch in Seosomun-dong, Jung-gu, in November 2024, the bank is expanding its AI face-to-face service locations.
While the AI Branch is an unmanned business location, this time, the bank has opened a separate counter within an existing branch. A senior official at Shinhan Bank explained, "AI bankers need to interact with many customers to learn and evolve, but the Seosomun Branch had its limitations. The Sillim Branch, on the other hand, has a relatively high and diverse customer base, so the intention is to expand points of contact with the still unfamiliar AI service as customers come and go."
Currently, the AI counter can handle simple banking tasks such as issuing accounts and check cards, as well as foreign currency exchange. Shinhan Bank plans to enhance these functions and expand the service to include jeonse loan consultations in the fourth quarter.
After accumulating experience in AI financial services at the Seosomun and Sillim branches as test beds, Shinhan Bank plans to actively expand both AI Branches and AI counters next year. The bank intends to assign simple and repetitive tasks to AI bankers, thereby enabling them to handle a certain volume of work. The official stated, "Initially, we will expand AI counters within branches. We are also considering opening AI Branches in financial blind spots, such as areas where branches were previously closed."
The bank is also set to fully launch banking services utilizing 'ChatGPT,' a conversational AI. Since being designated as an innovative financial service in November 2024, ChatGPT has been used for employee consultation services starting this month. Next month, the customer Q&A services provided by AI bankers at the Seosomun and Sillim branches will also be upgraded to the ChatGPT version, allowing customers to use the service directly.
Shinhan Bank plans to further advance its AI services to the point where they can propose investment portfolios. Currently, the chatbot on Shinhan Bank's mobile application (SOL Bank) provides only basic market trends and information. With the introduction of ChatGPT, customers will be able to receive detailed answers about why a particular stock price is rising or falling, as well as compare returns and underlying assets across similar funds.
The official added, "While the system does not directly recommend products, it can help customers design their investment strategies by making suggestions such as, 'Since S&P returns are declining, you might want to consider other promising industries,' based on their transaction history with the bank. By March next year, we plan to upgrade the SOL Bank chatbot to the ChatGPT version and introduce it to customers."
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