South KoreaFinance and insurance2022 – ongoingShinhan Card
AI voice agents for card customer-service calls
Shinhan Card reported about 44% shorter calls with AI voice agents
Problem
Routine card-service questions occupied call-center staff. Shinhan Card wanted staff to spend more time on difficult inquiries.
Approach
Shinhan Card used AI voice agents for payment information and lost-card reports, alongside issuance screening and loan inquiries. Calls could switch to web content when useful. The company reported average call duration of 1 minute 30 seconds with AI, compared with about 2 minutes 40 seconds for ordinary consultation.
Results
Takeaway
The reported duration comparison covered AI consultation. The company did not establish that the AI and ordinary calls had the same complexity.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Shinhan Card reported that AI voice consultation reduced average call time from about 2 minutes 40 seconds to 1 minute 30 seconds. It also said AI's share of customer consultation rose from 23% in 2022 to 31% at the end of 2023.
Full details are in the original sources.