MegaZone Cloud (CEO Donghoon Yeom), an AI and cloud specialist company, announced on the 29th that it has successfully built a next-generation AI contact center (AICC) based on Amazon Web Services (AWS) for Kakao Style, which operates a fashion and beauty platform.
This project was carried out based on AWS's AICC solution, 'Amazon Connect', and is characterized by providing advanced AI functions such as voice and chatbot IVR (inbound voice response), real-time sentiment analysis, consultation support, and call summarization by utilizing AI and machine learning technologies.
By migrating to a cloud-based system, Kakao Style introduced a usage-based billing system, reducing operating costs by approximately 40% compared to its previous model. Furthermore, leveraging AWS's flexible scalability enabled stable service operation even during seasonal events or sudden traffic spikes.
Kakao Style handles an average of over 10,000 customer inquiries per day through fashion and beauty commerce platforms like ZigZag and Posti. The company recognized the need to comprehensively manage customer requests coming from various channels, including apps, websites, messengers, and phone calls. Accordingly, the company pursued the introduction of AICC, aiming to revolutionize the customer experience (CX).
MegaZone Cloud established a collaborative system with Kakao Style from the initial planning stage. By implementing the entire process in parallel—from requirements definition to design, development, testing, and operational transition—MegaZone Cloud was able to implement the system in approximately one month and achieve a seamless transition. This enabled the implementation of the new AICC-based system without any disruption to customer service.
Operational efficiency has also been significantly improved. MegaZone Cloud has created an environment where customer service operators can directly modify dashboards and IVR scenarios. Furthermore, by linking with existing CRM systems, it allows for the management of customer contact channels such as phone, text, chat, and email as a single, integrated system.
Kakao Style Service Operation Team Leader Kim Jae-yoon said, “This introduction of AICC was a strategic project that went beyond simply building a call center and aimed at innovating customer experiences based on data.” He added, “By achieving all the key elements of rapid construction, stable operation, and non-stop conversion, we expect it to become a model case for advanced AI-based customer services in the future.”
MegaZone Cloud AI Communication Service Unit Manager Jin-soo Lee said, “This case is significant as it is the first in the industry to simultaneously achieve construction and non-stop conversion within one month by reflecting the customer’s actual operating environment.” He added, “We will promote the expansion of AICC to various industries such as finance, distribution, and manufacturing, and contribute to improving customer experience and cost efficiency.”
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