KT commercializes all-in-one AI-based buyer call center answer

[Courtesy of KT]

SEOUL — KT cs, the client service answer wing of South Korea’s main telecom firm KT, has commercialized an all-in-one synthetic intelligence-based buyer call center service answer that may be operated on web-based techniques together with web browsers. The new answer will assist small-and-medium-sized firms save prices and improve the standard of providers.
 
An AI contact center (AICC) is an built-in cloud-based system answer that provides a wide range of buyer providers comparable to chatbot, digital voice agent, agent help, and different buyer service-related purposes. The answer can mainly obtain calls and supply requested data or join clients to human managers for inquiries that require detailed procedures.
 
Independent chatbot and voice agent techniques are handy buyer service options however they’re very costly to handle and function. Systems have to be up to date usually to enhance the dialog abilities of robots and stop safety breaches. Human call center operators are additionally costly and plenty of small-and-medium-sized enterprises (SMEs) can not afford to function a call center.
 
KT cs has launched “HiQri,” a web-based AICC answer. Unlike standard contact center administration options that required operators to change between utility channels to supply buyer providers, HiQri can show buyer inquiries from totally different channels together with smartphone messenger apps, telephone calls, web-based messenger packages and social media providers by way of a single web web page display screen.  
 
“HiQri was built on KT’s accrued customer service know-how,” KT cs mentioned in a press release on March 2, including that the answer targeted on the “pain point” of consumers. According to KT, South Korea’s call center service market has been rising to face at 11 trillion ($9.1 million) in 2021. The market share of AICC within the call center service market was about 27 %. 

Thanks to the fast development of AI-based call providers, South Korea’s SME operators are fast to undertake new robot-based call providers. In February 2022, KT partnered with South Korea’s hairdresser affiliation to distribute an AI-based call assistant service. A robotic assistant will obtain incoming telephone calls and clients could make reservations or ask questions utilizing voice. 
 

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