Cognet Nine (CEO Han Seon-ho), an AI managed service specialist, announced on the 20th that it has established an AI voice bot system based on its corporate artificial intelligence (AI) platform 'PLUGNET+' at Lotte Card's customer center and has started official service.
The newly supplied AI voice bot is an automated response system that utilizes natural language processing (NLP) and voice recognition technologies to recognize customer card-related inquiries in real time and respond through two-way conversation. Cognet Nine, leveraging its experience building AI contact centers in the financial sector and its platform operation capabilities, supported the digital transformation of Lotte Card's customer service process.
AI voice bots automate key customer service tasks, including payment confirmations, transaction history inquiries, card reissues, limit increase requests, and loss reports. The hybrid approach allows AI to handle simple, repetitive inquiries, while complex inquiries are automatically connected to a human agent. This approach allows customers to receive information without waiting, while agents can focus on more complex tasks, resulting in improved service quality and work efficiency.
This system was built on a new AWS-based landing zone environment and integrates with existing Naver Cloud-based infrastructure and legacy systems, ensuring stability and security even in a multi-cloud environment. Lotte Card is evaluated to have achieved both scalability and flexibility through this architecture.
Cognet Nine has been working with various AI projects, beginning with the establishment of Lotte Card's AI-based advertising review system in 2021, and has been a key partner in digital transformation.
Han Seon-ho, CEO of Cognet Nine, said, “Based on the technological capabilities and operational experience we have accumulated in the financial sector, we plan to expand next-generation services that combine generative AI with existing AI engines,” adding, “We will actively support companies’ digital transformation and service advancement.”
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