Domestic BPO specialist Ubase Group (CEO Jinwon Mok) announced on the 23rd that it has signed a business agreement with Korea Information & Communication Corporation to build an AI routing bot solution.
The two companies held a signing ceremony at the headquarters of Korea Information & Communication Co., Ltd. in Jung-gu, Seoul on the 22nd, and through this collaboration, they plan to analyze the consultation operation data of Korea Information & Communication Co., Ltd.'s agencies and franchisees and create a customer consultation environment without gaps even on weekday nights, weekends, and public holidays.
In 2024, Ubase was the first in the electronic payment agency industry to introduce the AICC (AI Contact Center) solution for the digital transformation of Korea Information and Communication Corporation. Utilizing voice-to-text (STT) technology and generative AI, it improved consultation quality and convenience by automatically summarizing consultation content.
This project will utilize an AI routing bot based on a large-scale language model (LLM) to analyze customer inquiries in real time and determine the appropriate response method. Simple informational inquiries will be handled directly by the AI, while complex inquiries will be routed to a human agent, improving both consultation completeness and efficiency.
Ubase plans to commercialize a customized routing bot solution combining Korea Information & Communication Corporation (KIC) data and AI technology in the first quarter of next year. Building on the existing solution engine, the solution will initially be applied to core inquiries and then expanded in stages to support innovation in consulting services.
Mok Jin-won, CEO of Ubase, said, “The establishment of this AI routing bot is a strategic decision to expand digital transformation from headquarters to dealerships and innovate customer consultation operations. By combining AI and data, we will simultaneously improve consultation quality and speed, providing an innovative experience for both customers and consultants.”
The Ubase routing bot solution has proven operational efficiency in companies where it has been used, with an average 30% increase in the automatic response rate and a 20% decrease in the rate of connecting to a counselor.
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