Shinhan Bank to utilize AI in customer counseling - The Korea Times

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Shinhan Bank to utilize AI in customer counseling

Shinhan Bank CEO Jin Ok-dong
By Jhoo Dong-chan

Shinhan Bank will utilize artificial intelligence (AI) technology to more promptly serve customers via telephone, the bank said Tuesday.

Shinhan said the bank has started establishing the required system infrastructure to introduce AI-based interactive operators at its customer centers.

Once the system is fully established, people who call the bank's customer center via telephone can immediately receive financial services.

A bank official said AI-based interactive operators will provide not only simple banking but also complex financial consulting services. If a customer requests a more complex financial counseling service, the AI operator will put the customer through to a staff member.

The bank said the AI operator will also carry out outbound call services when it needs to deliver information to customers. Shinhan said the AI operator will account for about 90 percent of the bank's outbound calls.

The official said the bank's various notifications, such as customer's loan repayment reminders, will also be delivered by the AI operator under the plan.

"Shinhan Bank aims at offering zero waiting time," said the official.

"Shinhan Bank's plan to introduce an AI-based interactive operator system is part of the bank's goal to pre-emptively respond to customers' demands."






Korean Language

 



Shinhan Bank CEO Jin Ok-dong
By Jhoo Dong-chan

Shinhan Bank will utilize artificial intelligence (AI) technology to more promptly serve customers via telephone, the bank said Tuesday.

Shinhan said the bank has started establishing the required system infrastructure to introduce AI-based interactive operators at its customer centers.

Once the system is fully established, people who call the bank's customer center via telephone can immediately receive financial services.

A bank official said AI-based interactive operators will provide not only simple banking but also complex financial consulting services. If a customer requests a more complex financial counseling service, the AI operator will put the customer through to a staff member.

The bank said the AI operator will also carry out outbound call services when it needs to deliver information to customers. Shinhan said the AI operator will account for about 90 percent of the bank's outbound calls.

The official said the bank's various notifications, such as customer's loan repayment reminders, will also be delivered by the AI operator under the plan.

"Shinhan Bank aims at offering zero waiting time," said the official.

"Shinhan Bank's plan to introduce an AI-based interactive operator system is part of the bank's goal to pre-emptively respond to customers' demands."




Jhoo Dong-chan jhoo@koreatimes.co.kr


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