The White Communications (TWC) , a company specializing in AI customer service centers (AICCs), announced the launch of an integrated AI customer service center that combines generative AI with expert operational expertise. This model goes beyond simple AI solution implementation, integrating AI, advisors, and data-driven operational innovation into a single framework.
The contact center market has recently seen revenue growth, but profitability is stagnating due to minimum wage increases and rising agent turnover. Consequently, the internalization of AICC, which goes beyond simple automation and enhances operational efficiency, is emerging as a key trend. Major domestic contact center companies are integrating chatbots, callbots, speech-to-text (STT), automated consultation summarization, and sLLM-based AICC into their existing systems to simultaneously enhance operations and reduce costs.
The White Communications' integrated AI customer center is designed to allow AI to handle simple tasks, freeing up counselors to focus on higher-value tasks. TWC explained that this approach reduces average handling time (AHT) by 30%, improves AI-powered resolution rates by over 20%, and reduces overall customer center operating costs by up to 50%.
Furthermore, TWC implements a performance-guaranteed operating model, specifying SLAs and KPIs in contracts based on actual data from proof-of-concept (POC) verification. This minimizes customer risk by implementing additional automation or adjusting costs when targets are not met, and sets a market standard for demonstrating the effectiveness of AI implementation through quantitative results.
A TWC official stated, “AICC is not about introducing technology, but about operational innovation.” He added, “The integrated AI customer center is a model that maximizes the value of counselors, and the goal is to transform the customer center from a simple cost center into a core channel for customer experience (CX) and sales conversion.”
Since its founding in 2016, The White Communication has combined omnichannel AICC solutions with BPO operational expertise, securing over 3,000 clients and 10,000 solution accounts. It has raised a cumulative investment of KRW 40 billion and aims to lead the domestic AICC market by 2025 by attracting pre-IPO investment and establishing a large-scale distribution and platform customer center.
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