Shinhan Card Expands Digital Communication with 'Chatbot Consultation' and 'AI Call Center'

Chatbot 2.0 Surpasses 440,000 Monthly Consultations in 3 Months
AI Call Center Scheduled for Deployment in Second Half of the Year

[Asia Economy Reporter Ki Ha-young] Shinhan Card is strengthening digital communication with customers in response to the post-COVID-19 era.

Shinhan Card announced on the 16th that it plans to open an artificial intelligence (AI) call center in the second half of this year to keep pace with the increasing digital usage of customers. The company plans to build the center using the industry's largest scale of 24 million members and consultation big data accumulated at 2.8 million cases per month.

The AI call center is a service where AI counselors trained with big data handle customer consultations in various fields. Without any separate procedures, customers can be immediately connected to an AI counselor who understands the customer's consultation intent and provides answers or connects them directly to a counselor matching the consultation intent.

Additionally, by utilizing reaction data on customers' difficulties, the service can be used to improve digital services, thereby enhancing communication with customers and making service improvements more precise.

The 'Chatbot 2.0' service, launched by Shinhan Card last March, is also seeing a rapid increase in users. Within three months of its launch, the monthly consultation volume surpassed 440,000 cases. This is about a tenfold increase compared to the 45,000 cases per month before performance improvements.

Chatbot 2.0 has significantly expanded the range of answers to customer questions and allows personalized Q&A based on the products used. It also features question recommendations and question auto-completion functions, making it more useful than previous services.

A Shinhan Card official said, "Through the establishment of chatbot services and the AI call center, we expect to provide customers not only convenience but also a more differentiated digital life experience," adding, "In connection with Shinhan Financial Group's Neo Project, we will lead digital finance suitable for the post-COVID-19 era and further innovate non-face-to-face financial services."

This content was produced with the assistance of AI translation services.