Shin­han Bank to uti­lize AI in cus­tomer coun­sel­ing

The Korea Times - - FINANCE - By Jhoo Dong-chan [email protected]­re­atimes.co.kr

Shin­han Bank will uti­lize ar­ti­fi­cial in­tel­li­gence (AI) tech­nol­ogy to more promptly serve cus­tomers via tele­phone, the bank said Tues­day.

Shin­han said the bank has started es­tab­lish­ing the re­quired sys­tem in­fra­struc­ture to in­tro­duce AI-based in­ter­ac­tive op­er­a­tors at its cus­tomer cen­ters.

Once the sys­tem is fully es­tab­lished, peo­ple who call the bank’s cus­tomer cen­ter via tele­phone can im­me­di­ately re­ceive fi­nan­cial ser­vices.

A bank of­fi­cial said AI-based in­ter­ac­tive op­er­a­tors will pro­vide not only sim­ple bank­ing but also com­plex fi­nan­cial con­sult­ing ser­vices. If a cus­tomer re­quests a more com­plex fi­nan­cial coun­sel­ing ser­vice, the AI op­er­a­tor will put the cus­tomer through to a staff mem­ber.

The bank said the AI op­er­a­tor will also carry out out­bound call ser­vices when it needs to de­liver in­for­ma­tion to cus­tomers. Shin­han said the AI op­er­a­tor will ac­count for about 90 per­cent of the bank’s out­bound calls.

The of­fi­cial said the bank’s var­i­ous no­ti­fi­ca­tions, such as cus­tomer’s loan re­pay­ment re­minders, will also be de­liv­ered by the AI op­er­a­tor un­der the plan.

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