South KoreaFinance and insurance2024 – ongoingShinhan Bank
AI ONE staff assistant and AI branch
Shinhan Bank organised 100,000 knowledge items before putting a GPT-based assistant in front of staff
Problem
Branch staff had to look up product details, rules and procedures across many documents while serving customers. The bank's earlier internal chatbot relied on keyword search.
Approach
In September 2024 Shinhan Bank replaced its staff support system with AI ONE, a platform of about 40 assistant functions. In May 2025 it added a question-and-answer service built by LG CNS on ChatGPT with retrieval, after organising about 100,000 items of banking knowledge so the model could use them and updating them daily. Separately, it opened an AI branch with AI bankers in Seosomun-dong, Seoul, in November 2024 and an AI counter at a Sillim-dong, Seoul, branch in May 2025. In 2026 it added task-specific agents, including one that checks property appraisal reports.
Results
Takeaway
The bank prepared its own knowledge before connecting the model. AI ONE time savings were an expectation in 2024 and later reported as a result without a measurement method; measured savings were disclosed only for the appraisal-report agent.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Internal work and knowledge managementCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Co-developed with a partner
- Evidence
- Company's own claim
Sources
Source summaries
Reports the launch of AI ONE, which replaced the earlier support system "A.I Molly" and offers about 40 assistant functions. The bank said it expected each employee to save 30 minutes or more a day and planned to support automation of up to 80% of the process from consultation to completion.
Reports that Shinhan added a generative AI knowledge Q&A service to AI ONE using an external GPT model, after organising about 100,000 banking knowledge items and setting up daily updates. Shinhan planned to add the service to a customer-facing AI counter and a translation service. The bank disclosed no measured results.
LG CNS built the ChatGPT-based service with retrieval-augmented generation over more than 100,000 knowledge items, replacing a keyword-search chatbot, and added a security filter to keep personal data out of prompts. LG CNS disclosed no results.
Shinhan Bank opened an AI branch in November 2024 and an AI counter in May 2025. The bank reported that AI ONE saved staff more than 30 minutes a day on average, without disclosing how it measured the savings.
Reports Shinhan's AI agent for checking property appraisal reports, which combines a language model, robotic process automation and document recognition, with staff making the final call. Citing the bank's internal measurement, it says checking time per report fell about 70% and daily capacity roughly tripled.
Full details are in the original sources.
