AICC is an AI-based intelligent contact center solution. (image: Samsung SDS)
SEOUL, May 10 (Korea Bizwire) — Samsung SDS Co., an IT service unit of Samsung Group, on Sunday said it is expanding its ‘AICC’ artificial intelligence (AI)-based intelligent contact center solution business.
AICC refers to a solution designed to improve work efficiency by employing AI-based virtual consultation and analysis functions, including NLU (natural language understanding), STT (speech to text) and TA (text analysis).
AI is responsible for providing consultation on the basis of understanding the intentions in dialogue using Samsung SDS’s natural language understanding technology.
Once inquiries are made to the AICC, AI counselor chatbots respond to the inquiries, while handling the process of subscription review and the reception of service applications.
Complex or difficult inquiries such as requests for technical support are automatically transferred to human operators.
Samsung SDS said that the introduction of AICC could reduce simple and redundant work for call center employees by more than 50 percent, while contributing to reducing their time spent on the phone by 20 percent.
In addition, it would also help promote new product planning and marketing through the analysis of dialogue content.
Kevin Lee (kevinlee@koreabizwire.com)
