Shinhan Card Launches AI Consultation Support System 'AI-AISOLA'

"Applying AI Technology Across All Consultation Operations...
Discovering AI-Integrated Business Models"

Shinhan Card is set to revolutionize customer experience by implementing a consultation support system powered by generative artificial intelligence (AI) technology. The company also plans to discover new AI-integrated business models based on its generative AI infrastructure.

On January 23, Shinhan Card announced that it has developed a new consultation support system, 'AI-AISOLA,' equipped with generative AI, and will apply it throughout the entire customer service process.

AISOLA is a system in which AI analyzes customer inquiries in real time and suggests solutions to consultants. Based on speech-to-text (STT) technology that converts conversations between customers and consultants into text, the system generates contextually appropriate responses using sLLM.

For example, when a customer inquires about the Point Plan Card, consultants can check the transcribed conversation in real time. The AI summarizes and visualizes the inquiry. It searches the internal consultation information system for details such as annual fees and key services, provides answers, and the consultant then relays the information to the customer.

AISOLA delivers real-time, AI-generated, customized answers to anticipated questions for consultants. It also provides standard response scripts and customer inquiry manuals for consultants. By automating follow-up tasks after consultations, the system has reduced consultation times.

During the development of the AI response service, Shinhan Card spent 18 months refining over 100,000 pieces of data in its internal consultation information system. The company repeatedly trained the AI on more than 13,000 types of customer consultation data.

Over the past 18 months, Shinhan Card optimized over 100,000 pieces of data in its internal consultation information system for AI utilization and repeatedly trained the AI on more than 13,000 types of customer consultation data to develop the generative AI response service. The company also applied Retrieval-Augmented Generation (RAG) technology, which provides only the information necessary for responses.

Looking ahead, Shinhan Card plans to upgrade AISOLA by incorporating LLMs such as ChatGPT. Following the designation of innovative financial services for generative AI service utilization under last year's "Financial Sector Network Separation Improvement Roadmap," the company aims to further enhance its use of LLMs.

A Shinhan Card representative stated, "By applying generative AI across all consultation operations, we aim to provide customers with differentiated consultation services. Based on our newly established generative AI infrastructure, we will continue to advance our AI technology, expand its applications, and discover a variety of AI-integrated business models."

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