The White Communication Expands Adoption of 'Integrated AI Contact Center' for SMEs

The White Communication (TWC, CEO Park Minyoung) introduced its ‘Integrated AI Contact Center’ for small and medium-sized enterprises, announcing on March 5 that some cases have already demonstrated the automation of repetitive and simple inquiries and improvements in operational efficiency following the adoption of the service.

This service is characterized by providing all the functions used in contact center operations—such as chatbot, callbot, agent assist, conversation summarization, Voice of Customer (VOC) analysis, and automatic tagging of consultations—as a single integrated system, rather than as separate solutions. The company explained that, amid recent increases in labor costs, difficulties in securing customer service personnel, and a growing demand for standardized response quality, a review of contact center operations is underway. In this context, TWC has developed an integrated model to reduce functional fragmentation and enhance operational efficiency.

Traditionally, operating a contact center often required building server infrastructure, purchasing solution licenses, developing customized systems, and maintaining a dedicated workforce. The company stated that the new Integrated AI Contact Center operates on a cloud-based platform, allowing businesses to subscribe on a monthly basis without the need for separate server construction. In addition, companies can prioritize implementing the features they need most and expand the scope of use in phases as required.

The available features include: ▲ FAQ-based chatbot responses ▲ AI callbot voice consultations ▲ Real-time agent assist during calls ▲ Automatic summarization of conversations ▲ VOC data analysis and classification ▲ Automated tagging of consultations, and more. By integrating these functions, the company explained that data generated during the consultation process (such as inquiry types, responses, and post-processing records) remains connected within the operational workflow, thereby expanding the potential for work standardization and operational management.

Regarding operational efficiency, TWC noted that repetitive and simple inquiries often account for 40–70% of all customer service consultations in the industry. Automating these areas enables customer service agents to focus on more complex and high-value consultations. The company further explained that improvements in operational efficiency can be achieved through higher rates of automated handling for simple inquiries, increased volume of consultation processing, reduced call and post-processing time, automated summarization and record-keeping, and the establishment of a 24-hour response system. In some implementation cases, contact center operating costs have reportedly been reduced by up to 50%.

The company also stated that in the integrated model, feature improvements and AI model advancements are implemented at the platform level. In contrast to conventional on-premises systems, where enhancements required separate development projects and additional costs, the SaaS-based operating structure allows updates to be reflected across the entire service.

Park Minyoung, CEO of The White Communication, remarked, "For customer centers at small and medium-sized businesses, the main concern is not simply adopting AI, but rather improving operational performance and cost structure." He added, "By offering chatbot, callbot, agent assist, summarization, and VOC analysis as an integrated system rather than as separate functions, we have enabled companies to apply and expand these features as needed." He continued, "The AICC market is showing a shift from the adoption of individual functions to considering integrated models focused on operational perspectives."

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