Shinhan Financial Group has partnered with physical AI company NC AI to enhance its banking channels using digital twin technology.
The group announced on March 25 that it signed a memorandum of understanding (MOU) with NC AI at its headquarters in Seoul on March 24. The partnership aims to move beyond fragmented data analysis methods—such as transaction logs—and instead enable a more precise understanding and improvement of customer experiences.
Digital twin technology, which replicates real-world environments in a virtual space for analysis and simulation, is expected to play a key role in optimizing branch operations and customer interactions.
NC AI specializes in physical AI technologies and has developed a “world model” that connects real and virtual environments, supporting data-driven decision-making.
Through the collaboration, Shinhan Financial plans to build virtual environments that mirror actual bank branches and test various operational scenarios. These include real-time analysis of customer visit patterns, optimization of customer flow, and evaluation of branch layouts such as counters and kiosks. The goal is to improve both customer convenience and operational efficiency.
Video data used in the process will be securely handled in compliance with privacy protection standards, including anonymization.
In the longer term, the two companies also plan to explore ways to strengthen internal controls and prevent financial incidents, aiming to better protect both customers and employees.
Shinhan Financial intends to use insights gained from proof-of-concept testing to refine operational models and gradually advance its group-wide future channel strategy.
A Shinhan Financial official said the initiative aims to analyze and optimize the entire customer journey at branches using digital twin and physical AI technologies, adding that the company will continue to pursue sustainable growth by enhancing customer experience and strengthening internal controls.
