Ubase Group (CEO Mok Jin-won), a domestic BPO company, announced on the 29th that it has signed an industry-academic collaboration with the Seoul National University Natural Language Processing Lab and is embarking on research to advance AI consulting technology. This collaboration aims to improve the consultation quality of Ubase's AI Contact Center (AICC) solution and enable natural human-to-human conversations.
The Seoul National University Natural Language Processing Lab conducts research on Korean-focused natural language processing, machine learning, and artificial intelligence. This collaboration focuses on securing accurate recognition and processing technology for Korean spoken conversations. Specifically, the lab will leverage the Korean language's rich lexical structure, including its emphasis on omissions and honorifics, to enable AI to understand the needs and emotions of counselors and develop Korea's first metrics for evaluating these needs. The research is scheduled to last six months.
Ubase's AI Utilization Research Lab aims to reduce the emotional burden of counselors by empowering them to handle repetitive tasks with AI, thereby creating an environment where they can focus on providing professional counseling. Ubase CEO Mok Jin-won stated, "Currently, call bots are limited to short-answer responses, but we plan to advance AI counseling solutions to a more natural level through industry-academia collaboration."
Professor Shin Hyo-pil of Seoul National University's Department of Linguistics said, "This collaboration will allow us to elevate the level of domestic natural language processing technology to the next level, and the technology that allows AI to design its own conversation goals will be an important milestone showing progress toward AGI (artificial general intelligence)."
Ubase has acquired and integrated specialized AI and IT companies such as Nexus Community, Hanil Networks, Wego, and Centerlink, and has completed a 100% technology internalization system, securing infrastructure capable of integrating the entire process from contact center design to operation.
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