'TA Algorithm Worked' Shinhan Card Strengthens Customer Consultation Skills

Utilizing TA Algorithm, Analyzing Consultation Records, and Promoting Call Center Consultation Quality Improvement
Proactively Responding to Financial Product Mis-selling and Customer Complaints through Continuous Data Monitoring

Shinhan Card

[Asia Economy Reporter Ki Ha-young] Shinhan Card announced on the 10th that it is improving quality by converting customer consultation contents into data and analyzing consultation details.

Shinhan Card is expanding monitoring of financial products sold through telemarketing (TM) by utilizing Text Analytics (TA) algorithms to minimize incomplete sales. The TA algorithm analyzes data converted from customer call contents into text, monitoring whether essential information was accurately provided to the customer and whether proper consent was obtained, automatically generating results that allow identification of insufficient consultation items.

The company explained that automatic monitoring using the TA algorithm is much more efficient in immediately identifying cases of incomplete sales and providing feedback to customers through consultants, as it is not limited by scale or time like human monitoring. Based on accumulated consultation results, it is possible to compare and improve the shortcomings of each consultant, which Shinhan Card expects will raise the overall consultation quality to a higher standard. In fact, last month, after applying the TA algorithm, Shinhan Card achieved a 250% increase in the scale of monitoring financial products compared to May.

Additionally, Shinhan Card is proactively responding to customer inconveniences by analyzing consultation contents received at the call center in real time. Call center consultation contents are converted into text in real time, and through text analysis, major recurring keywords in the call center consultations are extracted to develop an integrated customer complaint management system accessible to responsible personnel. Furthermore, when negative words such as inconvenience or complaints are detected within the system, the responsible personnel identify the content and respond to customer inconveniences in real time.

A Shinhan Card official stated, “By introducing data analysis in customer consultations, we are gaining a deeper understanding of customer inconveniences and providing high-quality customer consultations,” adding, “We will continue to do our best to provide differentiated services through big data analysis from customer consultations to product service development and customer marketing to achieve customer satisfaction management.”

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