NC AI, the artificial intelligence arm of NCSoft, has entered a strategic partnership with Shinhan Financial Group to modernize in-branch banking experiences using advanced analytics and simulation technologies.
The collaboration, formalized through a memorandum of understanding on March 24, focuses on enhancing operational efficiency and customer experience within physical bank branches. By leveraging video data analytics and digital simulation, the initiative aims to gain deeper insights into customer behaviour and service dynamics.
As part of the partnership, the companies will deploy digital twin and vision-language-action (VLA) technologies to study customer movement patterns, waiting times, and service counter utilization. These insights will help design more efficient layouts and improve overall space management within branches.
A key component of the initiative involves creating virtual replicas of real-world bank environments. These digital models will allow teams to test and evaluate potential changes—such as repositioning service counters or introducing kiosks—before implementing them in actual branches.
The companies expect this approach to significantly reduce wait times, minimize congestion, and deliver a smoother customer experience. They also emphasized that all data processing will incorporate anonymization and strict privacy safeguards to ensure the protection of customer information.
Looking ahead, NC AI and Shinhan Financial Group plan to develop a standardized, optimized branch operation model and explore extending these technologies beyond banking into other industries.
