Shinhan Life Launches AI-Based Customer Chatbot Service Shinbi

[Asia Economy Reporter Ki Ha-young] Shinhan Life announced on the 12th that it has launched the AI customer chatbot service "Shinbi" to provide a new on-tact customer experience and strengthen digital channels.

The Shinbi service is a chatbot system utilizing AI natural language processing technology, developed in partnership with WiseNut, a specialized AI chatbot service company.

It is available through the Shinhan Life Smart Window application (app), and currently supports chatbot responses for ▲contract and maintenance ▲insurance claims ▲loans ▲customer support tasks. Within this year, the service will be enhanced to expand the scope of work to include product guidance, underwriting, variable insurance, retirement pensions, and more, building additional content.

The chatbot UI screen is designed so that users can intuitively check and understand a large amount of information. In addition, major menu buttons are displayed so that users can conveniently continue their questions with just clicks. Other convenience features include ▲recommended queries ▲automatic search function ▲major task processing ▲font and theme settings ▲connection to professional consultants.

To launch this service, about 30,000 AI knowledge pools related to the tasks were collected, and intents, which are units that understand user intentions, were classified according to importance. Based on the derived intents, consultation histories were analyzed and reflected as learning data, and the service will be continuously upgraded.

In addition to the internal AI system, Google's conversational AI platform Dialogflow is also used simultaneously. It is designed to find the optimal answer through competition between each AI natural language processing engine.

A Shinhan Life official said, “The Shinbi service was launched by analyzing the attributes of Smart Window app users and loading content that matches trends,” adding, “We plan to continuously increase convenience from the customer's perspective to enhance the utilization of the service.”

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