AICX (CEO Cha Won-ho), a customer experience (CX) specialized subsidiary of My Real Trip (CEO Dong-geon Lee), which is in charge of customer consultation and operation, announced on the 10th that it is expanding into a B2B business that includes customer consultation and service operation agency for external companies.
Founded in 2022, AICX has been responsible for customer service and operational operations for My Real Trip, which has grown to over KRW 2 trillion in annual transactions and over 6 million annual reservations. Building on the extensive customer data and operational expertise accumulated during the service's growth, AICX has developed its own AI-powered "AICX Agent," enabling reliable handling of high-volume customer inquiries and complex operational processes.
AICX's B2B service is characterized by its customer consultation and operational processes tailored to each company's service structure and operating environment. This hybrid operating model, where AI-powered AICX agents prioritize repetitive and standardized inquiries, while specialized operational personnel handle areas requiring policy judgment or exception handling, simultaneously enhances operational efficiency and the quality of the customer experience.
Through this, AICX aims to focus on improving key customer experience indicators for its clients and reducing costs through operational efficiency. Indeed, within My Real Trip's internal operations, AI chatbots automatically handled approximately 70% of all customer inquiries, and a 24/7 customer support system maintained stable service quality even during peak traffic. This process achieved over 50% efficiency gains in operational resources.
AICX plans to expand its service scope to all industries with customer service and repetitive task automation needs, starting with travel, commerce, platforms, and content. Rather than implementing short-term systems, it will support a phased AX (AI Transformation) transition tailored to each company's operational maturity. Furthermore, it will sequentially introduce enhanced features to enhance the customer experience.
“The operational experience and data we’ve accumulated through directly dealing with millions of customers is a competitive edge that can be immediately utilized in the field,” said AICX CEO Cha Won-ho. “Through a customer experience model that combines AI technology and professional operational personnel, we will become a practical partner that enhances the operational competitiveness of companies that meet customers directly.”
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