Shinhan Life Expands AI Voice Bot Implementation in Call Center Operations

[Asia Economy Reporter Changhwan Lee] Shinhan Life announced on the 14th that it will introduce an AICC (Artificial Intelligence Contact Center) voice bot for inbound consultation tasks at its customer contact center to improve customer service.

Previously, the industry mainly operated voice bots for outbound call center consultation tasks, but there was no AI-based platform built to handle inbound tasks as well.

The newly introduced voice bot recognizes what the customer says on its own and provides one-stop service from TTS (text to speech) voice guidance to final task processing. When customers call the call center's main number, they no longer have to listen to the existing ARS guidance voice and can directly 'speak' the desired service.

Since June, Shinhan Life has been operating the voice bot "Bori (Leader of Insurance)" as a pilot. "Bori" handles tasks frequently requested by call center users such as insurance contract loans and repayments, immediate withdrawal of continuous insurance premiums, issuance of virtual accounts, issuance of virtual faxes for insurance claims, and sending certificates and application forms by fax, all accompanied by voice guidance and completion of the process.

Additionally, outbound services such as happy calls, overdue insurance premiums, and dormant insurance money notifications, which are essential confirmation procedures for subscription, can be efficiently provided to more customers in a short time.

The inbound voice bot pilot service was provided to customers aged 20 to 40, who have relatively high digital receptivity, and within two months after the service opened, the voice bot directly handled about 35% of inbound requests and about 60% of outbound guidance services. Going forward, Shinhan Life plans to gradually expand the target customers according to the proportion of calls handled by the voice bot among inbound calls to the call center.

Customers can use the desired service directly through the voice bot 24 hours a day, 365 days a year without the inconvenience of long waiting times when call center agents are busy. Call center agents can focus on complex guidance tasks such as variable and whole life insurance products as the number of simple and repetitive calls decreases, reducing waiting customers.

Kim Soon-gi, Head of Customer Support Group at Shinhan Life, said, "'Bori' is resolving call center connection delays and customer service issues during nights and weekends, leading to a gradual increase in users," and added, "We will enhance the digital experience by developing additional services that the voice bot can handle independently and analyzing unprocessed cases."

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