Samsung SDS Expands AI-Based Intelligent Contact Center Business

[Asia Economy Reporter Buaeri] Samsung SDS announced on the 9th that it will expand its business of the AI-based intelligent contact center solution 'AICC'.

AICC is a solution that improves work efficiency by applying AI technology-based virtual consultation, consultation support, and consultation analysis functions such as Natural Language Understanding (NLU), Speech-to-Text (STT), and Text Analysis (TA).

Samsung SDS's natural language understanding technology ranked first in domestic and international AI machine reading competitions such as MS MARCO.

When an inquiry is received through AICC, AI agents such as chatbots and voice bots handle inquiry responses, membership screening, and service application reception.

Difficult inquiries, such as technical support requests, are automatically connected to professional consultants. AI interprets the conversation and automatically recommends the optimal answers or content suitable for the situation.

AI analyzes customer complaints (VOC) in real time and automatically evaluates consultation content to improve quality.

Samsung SDS stated that by introducing AICC, it is possible to reduce simple and repetitive tasks of consultants by more than 50%, reduce consultation time by 20% through real-time classification of AI customer inquiry types and answer recommendations, and utilize conversation analysis for new product planning and marketing.

Hong Hyejin, head of Samsung SDS's Solution Business Division, said, "We plan to continuously advance AICC by applying the latest AI technology and expand the business targeting manufacturing, finance, and service industries."

This content was produced with the assistance of AI translation services.