Shinhan Card Launches Q-Signal: "AI Manages Customer Consultation Quality"

Automatic Quality Metrics for Consultation Services through Phone Call Voice Analysis

[Asia Economy Reporter Ki Ha-young] Shinhan Card announced on the 26th that it has established a quality management system called 'Q-Signal' that automatically quantifies service quality by analyzing customer center phone consultations in real time.

Q-Signal is a digital quality management system that analyzes all voice information generated during phone consultations between customer center agents and customers in real time, automatically classifies it by manner, tone, volume, explanatory ability, listening attitude, etc., and synthesizes this into a consultation service quality index called the 'Q-Score.'

With the establishment of Q-Signal, once a phone consultation ends, agents can self-monitor their response level and weaknesses and receive customized training. Previously, customer center consultation service quality management was operated by staff randomly selecting and manually analyzing some consultation calls.

Shinhan Card plans to use real-time quality management automation to immediately identify abnormal calls with low Q-Scores, enabling proactive responses to customer consultations and prompt follow-up management, thereby not missing the golden time to restore customer satisfaction.

This is part of the company-wide digitalization project 'Digitalize,' which aims not to revert to pre-COVID strategies and work methods.

A Shinhan Card official said, "Through the operation of the digital quality management system, we will implement a more differentiated consultation service aimed at empathetic consultations that directly understand the perspectives and feelings of all customers who call the customer center."

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