Shinhan Life AI system build project

Project overview

Founded in 1989, Shinhan Life merged with Orange Life in 2021, changing its name from Shinhan Life Insurance to Shinhan Life, and is the life insurance company with the largest net profit in the industry.

Core solution

• Inbound tasks handled directly, including branch enquiries, loan applications (up to KRW 10 million), loan repayment, premium payment, virtual fax issuance, certificate and form issuance, premium and interest payment lookup, surrender and maturity instalment benefit lookup, and policy loan lookup
• Warm transfer to specialist agents
• Outbound tasks such as new-contract rejection notices, overdue-premium notices, unpaid-benefit notices and happy calls
• Voicebot service for telemarketing applications

Value delivered

- A voicebot service built across two different in-house call infrastructures (AICC call infrastructure and telemarketing call infrastructure) - A three-party (conference) call structure connecting customer, agent and voicebot - Male and female TTS speakers selected by age group and gender - Speaker speed changed during the voicebot service without interrupting script playback