Stage Five Launches AI Customer Center... "117% Increase in Inquiries Processed"

Stage Five, an MVNO company, announced on April 29 that it has launched an artificial intelligence (AI) customer center optimized using a large language model (LLM) based on its own telecommunications service customer center data.

The Stage Five AI customer center understands and provides real-time, customized responses to a wide range of customer inquiries 24 hours a day, regardless of time or location. In particular, it can comprehend and respond to natural conversational questions such as "How can I change my payment method?" and "How do I set up unlimited roaming eSIM for Japan?", resolving customer queries and reducing the burden on customer service staff.

Since the introduction of AI consultation, the number of online inquiries processed has increased by 117%, with approximately 40% of these handled by AI. The system is operated so that AI handles repetitive and simple inquiries, while only complex questions are managed directly by professional agents, enabling more efficient management of customer service personnel.

From the customer's perspective, satisfaction has increased because they can now ask questions freely and receive accurate answers in real time, moving beyond the limitations of traditional chatbot systems that only respond to predefined questions. The company is currently developing the AI consultation system further based on agent technology, planning to add personalized features that will allow real-time access to customer information and provide more specialized support.

Stage Five plans to expand its AI agent infrastructure beyond the 'AI Customer Center' to include 'AI Customer Care' and 'AI Sales.' AI Customer Care will extract and analyze customer churn intentions to offer tailored rate plans and provide easy plan change services. AI Sales will automate sales by collecting and identifying potential customer segments and efficiently recommending the most suitable products to them.

Based on these generative AI technologies, the company is upgrading the FinDirect platform into an AI platform and is working to transform all customer service and sales activities into an innovative platform led by AI agents. The focus is on delivering personalized solutions to enhance the quality of customer experience and maximize business efficiency.

Seo Sangwon, CEO of Stage Five, stated, "The introduction of the AI customer center has helped customers save time, reduced inconvenience, and significantly improved customer satisfaction," adding, "We plan to continue providing differentiated experiences to our customers through a variety of services that combine AI and the latest technologies."

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