Smarter Banks, Expansion of AI Services

[Asia Economy Reporter Song Hwajeong] Banks are expanding their artificial intelligence (AI) services. Through AI bankers, it has become possible to open new savings and deposit accounts and apply for credit loans.

On the 20th, according to the financial sector, Shinhan Bank decided to expand the scope of financial services provided by AI bankers to more than 40 services, including new savings and deposit accounts and credit loan applications, and apply them to the digital desk, a video consultation window.

To actively expand the scope of financial services of AI bankers, Shinhan Bank advanced the system by diversifying scenarios for frequently requested loan services by customers and added more than 40 financial services such as ▲opening deposit and withdrawal accounts ▲opening savings and deposit accounts ▲issuing balance and account certificates. Notably, this expansion of financial services includes loan services such as ▲credit loan applications ▲deposit-secured loan applications, significantly broadening the range of AI bankers’ customer-facing financial services.

Through this, customers can quickly handle financial tasks such as opening accounts, subscribing to products, and applying for loans via AI bankers without waiting for branch staff or video consultation staff at the digital desk. If additional or specialized consultation is needed, customers can conveniently connect to video consultation staff to use the desired services.

Shinhan Bank plans to apply the AI bankers with expanded financial service scope to about 40 branches, mainly at digital desks in digilog branches such as Seosomun and Hanyang University, and gradually expand further.

Woori Bank decided to advance and expand AI consultation services, including AI counseling bots and chatbots. The AI consultation service is a service that integrates AI language technologies such as STT (speech-to-text), TTS (text-to-speech), and NLU (natural language understanding). The AI counseling bot communicates with people via voice, while the AI chatbot communicates via text (chat).

The inbound AI counseling bot (when customers call) first responds to customer inquiries during phone consultations, identifies customer questions, and connects them to dedicated staff, while handling some simple tasks directly. The outbound AI counseling bot (when the bank calls) performs tasks previously done by consultation staff based on scenarios, enabling more diverse tasks such as ▲happy calls ▲delinquency support ▲customer satisfaction surveys, currently handling over 10,000 calls per day.

With this advancement, the AI chatbot can now provide personalized services by offering customized answers based on customer information, as well as resolving simple inquiries. The user interface and experience (UI/UX) have also been newly enhanced. Since the pilot service opened at the end of last year, the number of users has increased more than sevenfold, and the customer response rate has significantly improved. This chatbot advancement also applies AI technology that extracts information from various documents, enabling staff to find desired information more easily and respond to customers more effectively.

Hana Bank is introducing a 'Real-Time Customer Experience Feedback' method that classifies customer opinions by satisfaction level and topic using AI techniques and allows staff to listen and provide real-time feedback on the classified opinions.

The real-time customer experience feedback system classifies opinions received through customer satisfaction surveys by topic and satisfaction level using AI techniques, and the responsible staff listens to the classified opinions the next morning. This facilitates smooth communication of opinions with customers.

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