Insung Information , a comprehensive IT service company, announced on the 26th that it participated in the '24th Korea Channel & Communication Conference (KCCM)' held on June 24th and shared AI-based customer experience (CX) innovation cases.
This conference was organized under the theme of 'Synergistic CX – Bridging the Gap, People & AI' to discuss ways to create synergy between people and AI for customer experience innovation in the digital age. Global companies such as Cisco, Genesys, and NICE, as well as major domestic companies, participated and discussed various topics such as building AI contact centers, data-based operations, and omnichannel response.
On this day, Cisco, KT, and Insung Information participated in the panel discussion session and discussed the scalability and stability of the CX platform and the future direction of customer experience. Insung Information’s Managing Director, Dong-hwa Lee, introduced Insung Information’s CX construction strategy and technology.
Managing Director Lee Dong-hwa explained, “Insung Information is a key partner of Cisco that covers the entire range of collaboration solutions, including IP Telephony, video solutions, and contact center construction, beyond network infrastructure,” adding, “Webex Contact Center is a solution that is suitable for various customer needs as it can flexibly respond to cloud transition while maintaining the stability and performance of the on-premises environment.”
In particular, the 'AI Call Pairing' technology developed by Insung Information provides a function that automatically connects the right counselor to the customer by linking customer CRM data with AI algorithms. This enables more precise customer-tailored responses than the existing CTI method, and has been introduced to some KT customer center services, contributing to actual customer satisfaction and improvement of counseling efficiency.
“Contact centers require continuous technological advancement and customization even after introduction,” said the managing director. “Insung Information is developing various interfaces and its own additional solutions on top of the Cisco-based platform, providing practical assistance for customers’ cloud transition and CX innovation.”
He also emphasized the importance of collaboration in building an AI-based customer experience integration system (AICC), saying, “When selecting a partner, it is important to comprehensively consider industry experience, technical expertise, and customer response capabilities rather than simple size.”
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