transcosmos introduces AI into customer consultation processes for contact center services in South Korea
transcosmos has introduced an AI Contact Center (AICC) service model for its contact center services in South Korea, which utilizes AI throughout the entire customer consultation lifecycle. The model organizes the customer consultation process into four stages: handling simple inquiries with AI, providing AI-guided support for agents, summarizing and organizing consultation content with AI, and conducting monitoring and voice of the customer (VoC) analysis. This approach aims to achieve end-to-end process optimization by linking and enhancing proprietary AI-enabled solutions at each stage.
In the initial stage of the model, AI systems, including trans-AI Voicebot and trans-AI Chat, manage routine inquiries, maintaining coverage 24/7 throughout the year. The implementation of trans-AI Chat at an office furniture manufacturer resulted in a significant decrease in connections to human agents, from 32% to 13%. This allows human agents to concentrate on more complex inquiries.
During direct interactions with customers, AI provides real-time support to human agents through tools such as transpeech, which offers speech recognition guidance, and trans-AI KMS, which supplies knowledge resources. Newly hired agents benefit from training using trans-AI Tutor, which facilitates virtual role-playing to enhance their skills prior to engaging with actual customers. A insurance company reported improved agent performance and a reduction in turnover following this training approach.
Once consultations are completed, trans-AI Assist automatically summarizes and organizes the consultation content. This has led to a decrease in post-consultation processing time from five minutes to one minute at one mobility company, enhancing response rates significantly. The model's final stage includes automatic quality evaluations using trans-AI QA, which has greatly increased the sample size for quality assessments at a retail company. This analysis, coupled with customer consultation data and product reviews, aids companies in formulating effective marketing strategies and identifying new business opportunities.
transcosmos aims to further develop its proprietary AI technologies and expand the AICC model not only within South Korea but also to other markets in Asia. The company supports AI transformation initiatives to innovate customer engagement and enhance operational efficiency across various business domains, with a workforce of around 10,000 supporting over 350 clients in the region.