Shinhan Financial Group Opens AI Contact Center to Better Serve Customers
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Shinhan Financial Group Opens AI Contact Center to Better Serve Customers
Conducts volunteer activities to help poor residents in Yongsan-gu, Seoul with the Seoul Station Welfare Center for the Marginalized

21(Thu), Dec, 2023

Shinhan Financial Group Chairman Jin Ok-dong, Shinhan Bank President Jung Sang-hyuk, Shinhan Card President Moon Dong-kwon pose for a photo after helping residents in Yongsan-gu, Seoul with the Seoul Station Welfare Center for the Marginalized on Dec. 1. (Photo: Shinhan Financial Group)

Shinhan Financial Group announced on Nov. 16 that it has completed the construction of the group's integrated AI contact center (AICC) platform, enhancing customer convenience and launching related services.

An AICC is an intelligent customer center where voice bots and chatbots answer customers' questions through artificial intelligence. 

Shinhan Financial Group affiliates have been building and operating their own AICCs with their own AI models. 

Shinhan Financial Group promoted the establishment of the integrated group AICC platform in order to strengthen the platform by integrating AI capabilities, cut costs through integrated management and boost the completeness and utilization of its AICC, including the use of additional group companies and the expansion of new service channels in the future.

In addition, each of Shinhan Financial Group’s affiliates upgraded existing services and added new services.

Shinhan Bank with Shinhan SOL Bank upgraded its AI counseling service for customers, notification services for customers related to credit and customer support service for retirement pensions. 

The bank enhanced customer convenience by utilizing a multimodal web view function when providing consulting with AI voice bots and ARS.

Shinhan Card with Shinhan SOL Pay will introduce AI voice bot services to provide customers with more comfortable and reliable services by drawing on them in sending payment details, accepting reports about lost credit cards, checking the credit of new card applicants and giving loan consultation among others.

Following the launch of a new chatbot service on KakaoTalk in October, Shinhan Investment & Securities with Shinhan SOL Securities plans to provide additional services within the year. 

The services will allow customers to handle their business based on chatbot questions, such as extending the maturity of dealings on credit and handling returned mail. 

Meanwhile, Jeju Bank has introduced a new AI counseling service and is the first local bank to offer JBANK’s chatbot Genie and AI voice bot service on Jeju Bank's mobile app. 

In particular, Jeju Bank's AI chatbot provides not only financial services but non-financial services based on the local colors of Jeju Island, such as a Jeju dialect dictionary and recommending restaurants on the island.

“The establishment of the group's integrated AICC platform and the opening of customer services were carried out to boost management efficiency and customer convenience through the advancement of digital technology,” a Shinhan Financial Group official said. 

“Shinhan Financial Group will continue to find various ways to pursue its vision of easier, more comfortable and innovative finance.” 

Meanwhile, Shinhan Financial Group plans to improve the quality of AI services through the establishment of the group-integrated AICC platform, the launch of customer services and further enhance customer consultation convenience through the introduction and advancement of the latest AI technologies such as speaker authentication and sentiment analysis.

Volunteer Activities for Marginalized People in Yongsan-gu

Shinhan Financial Group announced on Dec. 3 that Chairman Jin Ok-dong and CEOs of its group affiliates conducted volunteer activities to help residents in Yongsan-gu, Seoul with the Seoul Station Welfare Center for the Marginalized on the morning of Dec. 1.

On the day, Chairman Jin and the CEOs visited Ongi Warehouse, a store that shares daily necessities with poor residents in the neighborhood, and delivered daily necessities worth 18 million won.

Ongi Warehouse is a warehouse-type store where the Seoul Station Welfare Center for the Marginalized offers daily necessities donated by companies and various organizations and allows residents to anonymously take what they need within the limits of their points.

The chairman and the CEOs displayed 20 types of donated products, such as instant soup packs, side dishes, and shampoo and toothpaste on the shelves of the warehouse. 

They also conducted volunteer activities for residents in need who could not visit the store due to health or physical problems by delivering necessary items to the residents’ homes.

Meanwhile, the CEO and employees of Shinhan Financial Group have been conducting various volunteer activities for underprivileged neighbors at the end of each year since 2008. 

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