Shinhan Life announced the launch of its 'Customer Complaint Prevention AI Agent' system on October 21.
This system converts call center consultation content into text and analyzes it in conjunction with customer information, contract details, and service history. It identifies issues and areas requiring additional action that arise during consultations. The system also categorizes these issues to assist staff in responding quickly to customer situations.
Unlike traditional Voice of Customer (VOC) handling methods, this system allows for proactive management even before formal complaints are filed. The AI analyzes consultation content and automatically registers relevant issues, which are then reviewed by staff to provide necessary actions to customers. The results are monitored, and the data is used for AI learning to prevent recurrence.
Shinhan Life plans to enhance the system through data learning by the end of this month and will begin full-scale customer service in November. Staff will reach out to customers to confirm requests or connect them with relevant departments for additional guidance and actions.
Recurring issues will also be reflected in service and policy improvements. The company aims to analyze the causes of delays or insufficient guidance identified during consultations and service processes to enhance operational procedures and reduce similar complaints in the future.
A Shinhan Life representative stated, "We are committed to using the AI-powered consumer protection agent to ensure that customer complaints are not repeated. We will actively monitor customer feedback and improve our services. Our goal is to identify even minor inconveniences proactively and strengthen our consumer protection system through prompt resolutions and fundamental policy improvements."
* This article has been translated by AI.
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