Shinhan Bank, First in Banking Sector to Achieve 6 Consecutive Years of KS-CQI Call Center Quality Index No.1

First in Banking Sector to Introduce 'Remote Consultation'
Promoting AI-Based High-Quality Consultation Services to Adapt to Changes in the Digital Era

[Asia Economy Reporter Park Sunmi] Shinhan Bank announced on the 10th that it has won first place for six consecutive years for the first time in the banking sector in the ‘2020 KS-CQI Call Center Quality Index’ survey conducted by the Korea Standards Association (KSA).

KS-CQI is a survey jointly developed by the Korea Standards Association and the Korean Society for Service Management to measure the quality level of call center consultation services, aimed at the development and competitiveness enhancement of the domestic call center industry.

In the national emergency situation caused by COVID-19, Shinhan Bank demonstrated its commitment to continuing customer consultations under any circumstances by implementing ‘work-from-home consultations’ for the first time in the banking sector in March to prevent the spread in local communities and protect consultants. Additionally, to respond to customer changes in the digital era, the bank has been leading ‘AI-based consultations,’ successfully launching the chatbot ‘Aurora’ in 2018 and the first phase of the AI voice bot ‘Ssolly’ project in May, which is currently in operation.

With ‘AI-based consultations,’ AI consultants have replaced 95% of outbound tasks such as Smile Call (a service for checking investment and loan products), improving consultation capabilities by four times compared to before. Even with the increase in non-face-to-face consultation tasks due to COVID-19, the bank was able to simultaneously achieve customer satisfaction by reducing branch workload and shortening waiting times.

A Shinhan Bank official said, “We were able to receive this award thanks to the employees who quietly performed their duties to maintain normal consultations despite the emergency situation caused by COVID-19,” adding, “In a time when many aspects of daily life have changed, we will provide higher quality consultations through work-from-home and AI-based consultations.”

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