Call centers are becoming increasingly unmanned. Traditionally, call centers have been labor-intensive industries heavily dependent on human agents. However, such human-driven operations face challenges related to diverse customer demands, service satisfaction, and operational costs. Recently, with the rapid rise in labor costs and the increase in difficult customers (so-called “black consumers”), the adoption of AI-based call center technology is accelerating. Accordingly, the three major telecommunications companies, which handle large volumes of customer inquiries, are actively introducing AI-based call center solutions. KT operates an “AI voice bot” that responds to customers via voice and manages difficult complaints. LG Uplus is building a cloud-based customer center using a “scenario chatbot” that provides automated responses. SK Telecom has also introduced Korea’s first 상담 voice bot, actively adopting AI-based call center systems.
[Fig] Overview of AI-Based Call Center Technology
The core technologies of AI-based call centers consist of three key components: Speech Recognition (STT), Text-to-Speech (TTS), and Natural Language Processing (NLP).
① Speech Recognition (STT, Speech to Text) converts a user’s voice into text. It accurately transcribes spoken language into text using technologies such as acoustic modeling, language models, and decoders.
② Text-to-Speech (TTS) converts text data into natural-sounding speech. It delivers responses generated by conversational AI to users in a human-like voice through processes such as text analysis, speech synthesis, and voice styling.
③ Natural Language Processing (NLP) enables machines to understand and generate human language. It analyzes sentence structure, meaning, and sentiment to determine user intent, using techniques such as syntactic analysis, semantic analysis, named entity recognition, and dialogue management.
[Fig] Overview of the Three Core Technologies of AI-Based Call Centers
Korean companies are also actively entering this market. Bagel Chips Co., Ltd. (CEO: Woochul Jung), an AI-based call center solution provider, successfully raised KRW 300 million in seed funding after its technological capabilities were recognized. The company demonstrated its technology by supplying its proprietary solution—including its STT engine—for building AI-based call centers (AICC) tailored to financial institutions. Based on this investment, Bagel Chips plans to expand its market by developing SaaS-based AICC services powered by generative AI voice technologies that can be applied across various industries.
[Fig] Overview and Examples of AI-Based Call Center Technology
Another Korean AI call center company, The White Communication Co., Ltd. (CEO: Minyoung Park), has developed technology that enables 24/7 real-time monitoring and response to customer feedback based on opinion data analysis. This solution allows for integrated collection, management, and analysis of customer feedback in real time, enabling immediate responses to complaints. In addition, ICOMSYS Co., Ltd. (CEO: Gitak Jung) has developed AI-based voice bot and intake bot technologies that provide customized responses without requiring connection to human agents. This enables the implementation of fully automated call centers and chatbot systems. As such, technological development toward AI adoption and unmanned call centers is progressing rapidly.
[Fig] Examples of AI-Based Call Center Solutions by The White Communication and ICOMSYS
The BLT Patent & Law Firm Research Center stated that “the AI-based call center solution market is expected to experience dramatic growth, and these technological changes will present new opportunities for companies through related technology development.” It further noted that “securing intellectual property rights for various applications of AI-based call center solutions will be an effective strategic strategy.”
As of 2024, BLT Patent & Law Firm has been selected as a partner by more than 2,000 innovative startups, supporting corporate growth and success through IP acquisition, strategic planning, investment attraction, and IP-based business support such as technology-special listings.
#AICC #CallCenter #AICallCenter #STT #TTS #NLP #BagelChips #TheWhiteCommunication #ICOMSYS
Call centers are becoming increasingly unmanned. Traditionally, call centers have been labor-intensive industries heavily dependent on human agents. However, such human-driven operations face challenges related to diverse customer demands, service satisfaction, and operational costs. Recently, with the rapid rise in labor costs and the increase in difficult customers (so-called “black consumers”), the adoption of AI-based call center technology is accelerating. Accordingly, the three major telecommunications companies, which handle large volumes of customer inquiries, are actively introducing AI-based call center solutions. KT operates an “AI voice bot” that responds to customers via voice and manages difficult complaints. LG Uplus is building a cloud-based customer center using a “scenario chatbot” that provides automated responses. SK Telecom has also introduced Korea’s first 상담 voice bot, actively adopting AI-based call center systems.
[Fig] Overview of AI-Based Call Center Technology
The core technologies of AI-based call centers consist of three key components: Speech Recognition (STT), Text-to-Speech (TTS), and Natural Language Processing (NLP).
① Speech Recognition (STT, Speech to Text) converts a user’s voice into text. It accurately transcribes spoken language into text using technologies such as acoustic modeling, language models, and decoders.
② Text-to-Speech (TTS) converts text data into natural-sounding speech. It delivers responses generated by conversational AI to users in a human-like voice through processes such as text analysis, speech synthesis, and voice styling.
③ Natural Language Processing (NLP) enables machines to understand and generate human language. It analyzes sentence structure, meaning, and sentiment to determine user intent, using techniques such as syntactic analysis, semantic analysis, named entity recognition, and dialogue management.
[Fig] Overview of the Three Core Technologies of AI-Based Call Centers
Korean companies are also actively entering this market. Bagel Chips Co., Ltd. (CEO: Woochul Jung), an AI-based call center solution provider, successfully raised KRW 300 million in seed funding after its technological capabilities were recognized. The company demonstrated its technology by supplying its proprietary solution—including its STT engine—for building AI-based call centers (AICC) tailored to financial institutions. Based on this investment, Bagel Chips plans to expand its market by developing SaaS-based AICC services powered by generative AI voice technologies that can be applied across various industries.
[Fig] Overview and Examples of AI-Based Call Center Technology
Another Korean AI call center company, The White Communication Co., Ltd. (CEO: Minyoung Park), has developed technology that enables 24/7 real-time monitoring and response to customer feedback based on opinion data analysis. This solution allows for integrated collection, management, and analysis of customer feedback in real time, enabling immediate responses to complaints. In addition, ICOMSYS Co., Ltd. (CEO: Gitak Jung) has developed AI-based voice bot and intake bot technologies that provide customized responses without requiring connection to human agents. This enables the implementation of fully automated call centers and chatbot systems. As such, technological development toward AI adoption and unmanned call centers is progressing rapidly.
[Fig] Examples of AI-Based Call Center Solutions by The White Communication and ICOMSYS
The BLT Patent & Law Firm Research Center stated that “the AI-based call center solution market is expected to experience dramatic growth, and these technological changes will present new opportunities for companies through related technology development.” It further noted that “securing intellectual property rights for various applications of AI-based call center solutions will be an effective strategic strategy.”
As of 2024, BLT Patent & Law Firm has been selected as a partner by more than 2,000 innovative startups, supporting corporate growth and success through IP acquisition, strategic planning, investment attraction, and IP-based business support such as technology-special listings.
#AICC #CallCenter #AICallCenter #STT #TTS #NLP #BagelChips #TheWhiteCommunication #ICOMSYS