[BLT Insight]AI-based call center technology in Korea

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People are disappearing from call centers. Call centers are a typical industry operated with human workforce, mostly relying on counselors. These human-operated call centers face various issues such as diverse customer demands, satisfaction levels, and cost problems. Recent rapid increases in labor costs and the rise of aggressive complaints (black consumers) are accelerating the adoption of AI-based call center technologies. Accordingly, the three major mobile carriers with many complaints are actively introducing AI-based call center technologies. 


KT operates an 'AI Voice Bot' that responds to customers via voice and manages aggressive complaints. LGU+ is also building a cloud-based customer center by utilizing a 'Scenario Chatbot' that provides consistent responses. SKT has also introduced a counseling voice bot, the first in the country, as part of its adoption of AI-based call center technologies.


[Image] Overview of AI-based call center technology


The core technologies of AI-based call center technology are threefold: speech recognition (STT), speech synthesis (TTS), and natural language processing (NLP). ① Speech recognition (STT, Speech to Text) technology converts user speech into text. Speech recognition technology accurately transcribes what the user said into text. It includes sub-technologies such as acoustic modeling, language modeling, and decoding. ② Speech synthesis (TTS, Text to Speech) converts text data into speech. Speech synthesis technology provides users with natural-sounding speech from the text generated by conversational AI. It includes sub-technologies such as text analysis, speech generation, and speech styling. ③ Natural language processing (NLP) is the technology to understand and generate natural language. NLP technology analyzes the structure, meaning, and sentiment of sentences to determine the user's intent. It includes sub-technologies such as syntactic analysis, semantic analysis, named entity recognition, and dialogue management.

[Image] Overview of the three core technologies of AI-based call center technology


Domestic companies are also actively advancing into this field. BagelChips Co., Ltd. (CEO Jung Woo-chul), a domestic AI-based call center solution company, has successfully attracted investment (Seed, 3 billion won) due to its recognized technological capabilities. BagelChips Co., Ltd. has proven its technical prowess by delivering its own solution, including its STT (Speech To Text) engine, for its AICC (AI-based call center) project specialized for financial institutions. Based on this investment, BagelChips plans to expand its target markets by developing a SaaS-based AICC service applicable to various industries using its generative AI-based voice technology capabilities.

[Image] Overview of AI-based call center technology and examples


TheWhiteCommunication Co., Ltd. (CEO Park Min-young), a domestic AI-based call center solution company, has developed a technology that can monitor and respond to customer opinions in real-time 24 hours a day based on opinion data analysis. With this technology, TheWhiteCommunication Co., Ltd. can integrate, manage, and analyze customer opinions in real-time and immediately respond to customer complaints. Additionally, ICOMSYS Co., Ltd. (CEO Jeong Ki-taek) has developed a technology that enables customized responses without connecting to a counselor by applying AI-based voice bots and reception bots. This technology can implement unmanned call centers and chatbot systems. Thus, technology development to introduce AI into call centers and achieve unmanned operations is active.


[Image] Examples of AI-based call center solutions from TheWhiteCommunication Co., Ltd.

[Image] Examples of AI-based call center solutions from ICOMSYS Co., Ltd.


The BLT Research Center predicts, "The AI-based call center solution market is expected to experience dramatic growth. These technological changes will present new opportunities for companies to develop related technologies." They added, "Securing rights to various application technologies for AI-based call center solutions is expected to be a good strategy."  


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Head Office 1F, 25, Beobwon-ro 3-gil, Seocho-gu, Seoul, 06595 Republic of Korea

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