PersonaAI Introduces Generative AICC Service for Phone Reception

- Simultaneous Response by Counselor and AI Agent Enables Handling Up to 30 Customers at Once
- AI Response Success Rate 95%, Customer Satisfaction 93%

[Persona AI introduced 'GEN AICC,' which enhances performance by utilizing AI agents. Photo by Persona AI]

Persona AI, an artificial intelligence company, announced on the 2nd that it is accelerating business expansion by promoting 'GEN AICC (Generative AICC),' which adds AI agents to the AI Contact Center (AICC).

GEN AICC is a service that applies AI agents to AICC solutions to provide customers with personalized communication experiences. AI agents conduct customized responses based on customers' tendencies and consultation histories, accurately handling simple repetitive tasks in a short time and operating 24 hours a day.

Existing call centers were evaluated based on the number of calls handled by agents in a day or required to meet a set number of consultations, inevitably leading to a decline in consultation quality. The prevalence of simple repetitive tasks and emotional labor was also problematic. The introduction of AICC did not necessarily lead to customer satisfaction. Most customers failed to resolve issues in the first call, and the AI response success rate was only around 58%.

Persona AI found a solution by realizing HICC (Hybrid + AICC), where AI and human agents respond in a hybrid manner. The core is a personalized AI agent using a proprietary AI engine that quickly recognizes and processes customer requests based on past consultation records. As a result, accurate customer understanding and response became possible, raising the AI response success rate to 95% and customer satisfaction to 93%.

Agents can respond to up to 30 customers at once by working alongside AI agents. Additionally, as simple repetitive consultations decrease, an environment is created where agents can focus on in-depth consultations. AI and human agents coexist, enhancing both the efficiency and quality of consultations. Furthermore, AI filtering blocks abusive language and profanity, solving the problem of emotional labor.

Moreover, by linking virtual GPUs to HICC and improving service intuitiveness, high-quality HICC can be operated without expensive GPUs or MLOps (AI model operation) experts. Usage-based billing also reduces cost burdens.

Persona AI plans to lead the AICC market and elevate corporate customer communication levels by pioneering the application of AI agents, a hot topic in the AI industry, in the AICC field. It has already signed GEN AICC supply contracts with six domestic and international companies and successfully completed testing of the English version of GEN AICC in the Philippines, where the call center industry is active.

Yoo Seungjae, CEO of Persona AI, said, "GEN AICC with AI agents is not just a simple call center concept but a completely new communication paradigm," adding, "Through GEN AICC, we will realize satisfaction for companies, agents, and customers alike."

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