Ubase Group (CEO Jinwon Mok), a domestic BPO (Business Process Outsourcing) company, announced on the 18th that it has successfully improved consultation productivity by fully introducing an integrated AI contact center (AICC) solution to Jeju Air's customer center.
Last July, Ubase Group signed a business agreement with Jeju Air. Based on its SaaS-based AICC solution, "U-CONNECT," the group completed a fully integrated, customized AICC model by February of this year, encompassing everything from design and implementation to consulting and operations. This marks the first time a single company has integrated AI technology into an airline customer center, from planning to operation.
The newly introduced AI chatbot, "Hijeco," supports not only Korean but also English, Japanese, and Chinese. Its empathetic and emotional response capabilities are contributing to improving the quality of multinational customer service. Notably, the addition of Chinese support in March has resulted in a 22% increase in foreign language consultations.
AI chatbots quickly handle simple inquiries and connect complex consultations to human counselors, creating a professional consulting environment. From January to May of this year, the automated consultation processing rate increased 2.6 times compared to the same period last year, while the overall number of consultations decreased by 18.4%.
Furthermore, the burden on counselors has been reduced by automating customer information retrieval and post-consultation processing. Real-time integration with existing systems has shortened customer information retrieval times, and AI-based automated consultation summarization and classification has significantly reduced post-processing time.
Ubase Group's AICC solutions include AI chatbots, STT/TTS (speech recognition and synthesis), interoperability with existing systems, automated AI consultation post-processing, VOC (customer opinion analysis), and an AI QA (quality assurance) system. All technologies were developed and internalized in-house.
In addition to Jeju Air, the Ubase Group is providing AI solutions to various industries, including KICC and Wave, and is expanding its case studies to improve consultation efficiency and enhance consultant productivity.
Mok Jin-won, CEO of Ubase Group, said, “We are leading the innovation of customer consultation processes by combining AI technology and contact center operation capabilities,” and added, “We will continue to create tangible results in various industries and strengthen our position as a leading domestic BPO company.”
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