Shinhan Life Introduces Generative AI Consultation Summary Notification Service

On December 3, Shinhan Life announced that it has introduced a "Consultation Summary Notification Service" utilizing generative artificial intelligence (AI) to help senior customers access insurance services more easily and conveniently in the era of super-aged society.

Through this service, an AI agent instantly analyzes the content of calls between customers and consultants, automatically summarizes the key points, and sends them to customers via "AlimTalk" upon request.

The AI agent categorizes information into the following: ▲ the issues raised by the customer, ▲ the main points explained by the consultant, and ▲ additional guidance helpful to the customer. Based on these organized summaries, consultants can reduce post-call processing time, while customers can easily understand and remember lengthy consultation content by reviewing the summarized information.

Shinhan Life plans to gradually expand the service, starting with customers using the "SOL Mate Senior Call Center," considering that senior customers tend to have longer consultations and find insurance terminology challenging.

Additionally, Shinhan Life has launched the "Senior EasyTalk Claim Service," allowing elderly customers who are not familiar with the "Shinhan SOL Life Application" to claim insurance benefits simply by sending photos, without the need to install the app, log in, or go through complicated authentication procedures.

Customers aged 65 or older who hold policies where the insured and beneficiary are the same can enter basic information in "AlimTalk," take photos of treatment documents, and send them. Dedicated staff will then contact the customer directly to assist with the insurance claim. This makes the claim process as easy as sending a photo to a family member, significantly improving convenience for senior customers.

A Shinhan Life representative stated, "We are striving to build insurance services that anyone can easily use by understanding differences in age and digital literacy among our customers," adding, "We will continue to enhance accessibility and convenience to a level that all generations can experience through ongoing customer-centric improvements and innovation."

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