Shinhan Bank, First in Banking Sector to Implement 'AI-Driven Complete Sales Process'

[Asia Economy Reporter Kwangho Lee] Shinhan Bank announced on the 21st that it has implemented the 'AI-powered Complete Sales Process' to support the complete sales of investment products (non-deposit products) using AI technology for the first time in the banking sector.

Complete sales of investment products means that branch employees provide customers with essential explanations about the products and deliver key documents during the consultation and sales process, then obtain the customer's signature to ensure a complete sale, thereby fully protecting customer rights.

Shinhan Bank started the project in January to support complete sales of investment products using AI technology. It established preliminary infrastructure such as high-performance directional recording devices capable of applying AI natural language, voice, and image technologies at branches, and proceeded with the introduction of AI solutions and system development.

The AI-powered complete sales process diagnoses and analyzes incomplete sales factors through AI technologies such as AI customer response recognition, real-time AI consultation analysis, and tablet handwriting recognition verification during the investment product consultation and sales process, and informs employees of the results in real time to assist complete sales.

First, during the investment product explanation, AI explains to customers using five types of customized voices based on speech synthesis, and verifies the customer's understanding responses through voice recognition. Then, the consultation content between the branch employee and the customer is analyzed in real time, and if any incomplete parts occur, a notification window supports the employee to supplement them.

Additionally, during the investment product consultation and sales process, the contents written by the customer on documents are verified in real time using tablet handwriting recognition technology to prevent possible contract errors in advance. After recording is completed, the text data analysis of the recorded transcript checks whether the sale is complete and supports the employee's supplementation.

Furthermore, to enhance the customer's understanding of the product during the explanation stage, AI technology adds visual effects to the product explanation conducted on the customer tablet, and various supports such as displaying the mandatory explanation compliance rate to branch employees are also provided.

A Shinhan Bank official said, "This process is a case of digital innovation that effectively integrates AI technology into the bank's core business, and its significance lies in supporting branch employees in the complete sales of investment products, taking a step further in customer protection."

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