Shinhan Card "50% of Customer Consultations by AI"... AI 5025 Initiative 추진

Shinhan Card announced on the 21st that it will establish an innovation system by utilizing over 170 artificial intelligence (AI) models across all business areas.

As part of this, Shinhan Card is promoting the 'AI 5025' project. AI 5025 is a project aimed at improving the entire consultation process by using AI to replace up to 50% of customer consultations by 2025. AI will handle simple and repetitive consultations, allowing existing consultation staff to focus on more complex inquiries and provide optimal service to customers.

Furthermore, the company plans to apply AI not only to simple consultation structure innovation but also across the entire card value chain, including card issuance, payment, financial services, marketing, and risk management. To this end, Shinhan Card intends to actively participate in the generative AI-based ecosystem to secure competitiveness through synergy creation with various industries.

Shinhan Card has first advanced its 'AI Voice Bot (AI Consultant)' service, which is currently used for payment details guidance, loss reporting and cancellation, card issuance screening, and loan consultations. The service provides voice-guided consultations and, when necessary, switches to web pages during the consultation process to help customers understand quickly and easily. While the average customer call time for general consultations was about 2 minutes and 40 seconds, after introducing this service, AI consultations reduced the time to 1 minute and 30 seconds, shortening consultation time by approximately 44%.

The chatbot service has been enhanced to allow necessary consultations 24 hours a day, 365 days a year, even after consultation staff have left. When customers need to increase their usage limits or want to check scheduled payment amounts or statements, they can resolve these through the chatbot service. Additionally, the chatbot recommends menus suitable for customer inquiries or immediately guides customers to frequently visited menus or events. Through this, Shinhan Card increased the AI replacement rate of customer consultation tasks from about 23% in 2022 to 31% by the end of 2023.

Shinhan Card plans to further advance AI technology and expand its application areas. It is preparing an 'AI Voice Assistant' service that integrates voice, video, and text AI technologies. Along with providing personalized voice services, it plans to generate videos that simulate face-to-face consultations by agents, combining video and voice to guide advertisements and customized events.

Moreover, Shinhan Card is developing various services using AI technology, such as recommending products by identifying customer needs during consultations. Through the introduction of generative AI, the company is also focusing on discovering AI convergence business models combined with customers' hyper-personalization models and payment data assets.

Earlier, Shinhan Financial Group, led by Chairman Jin Ok-dong and including Shinhan Card President Moon Dong-kwon and other affiliate representatives, attended the world’s largest mobile telecommunications exhibition, the Mobile World Congress (MWC), held this year. They explored digital strategies using AI technology and had opportunities to envision the direction of innovative finance.

Moon Dong-kwon, President of Shinhan Card, stated, "Generative AI will evolve from the current language models to models that predict customers' future behaviors," adding, "Shinhan Card will focus on active investment and the development of customer-friendly services to leap forward as a future ‘AI Company.’"

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