AI solution specialist company Iris Frontier (CEO Kim Seong-hwan) announced on the 9th that it has established and begun operating an ‘AI real-time consultation assistant system’ in cooperation with the Seoul Metropolitan City Dasan Call Foundation.
This project is characterized by the introduction of an AI-based assistance system that supports integrated telephone and chat consultations in line with the digital transformation trend of citizen consultation windows. It has been implemented in the form of an intelligent assistant that supports real-time inquiry response by actual counselors, going beyond the simple response system centered on existing chatbots.
The system is a chat consultation platform optimized for the consultation environment of Dasan Call Center, and supports real-time consultation through various channels such as website, mobile, and KakaoTalk. In particular, it is evaluated that it contributes to improving consultation accuracy and efficiency by providing a function that analyzes questions and recommends related responses in real time to the counselor.
In addition, consistent consultation services are provided through the organization of a knowledge management system and the structuring of responses by consultation type, and the possibility of expansion into a data-based advanced analysis system has also been secured. In the case of telephone consultations, a function has also been included to automatically save the consultation content in text format and summarize it in the consultation record system by linking the voice recognition (STT) function.
This system uses Iris Frontier's intelligent counseling platform, 'DAVinCI'. The platform uses natural language processing (NLP) and natural language understanding (NLU) technologies to provide a variety of integrated functions, including counselor speech analysis, keyword extraction, and document classification.
Iris Frontier is a company that has been improving the customer consulting and administrative complaint processing environment by combining various technologies such as voice recognition, generative language models, and conversational AI. In fact, its representative solutions, 'DAVinCI Bot' and 'DAVinCI Talk', have been introduced and are being used by various organizations such as Shinhan Card, Seoul City, and DB Insurance.
A company official said, “This project is a case that presents technical standards for AI consultation systems in public institutions, and by combining large-scale language models (LLM) and search-based generation (RAG) technologies, it can be expanded to automate civil complaints and enhance non-face-to-face administrative services in the future.” He added, “We plan to expand the area of application to various industrial fields through continuous development of AI-based consultation support technology.”
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