Samsung SDS Expands Intelligent Contact Center Solutions Business
AICC improves work efficiency through AI-based NLU-STT-TA.
Reduce simple, repetitive tasks for counselors by more than 50%


Samsung SDS announced on the 9th that it is expanding its AI Contact Center (AICC) business, its intelligent contact center solution. AICC enhances work efficiency with virtual consultations and consultation support/analysis capabilities powered by AI technologies such as Natural Language Understanding (NLU), Speech-To-Text (STT), and Text Analysis (TA).

Samsung SDS's natural language understanding technology enables AI to quickly and accurately understand the intent of conversations and conduct consultations. This technology has won first place in domestic and international AI machine reading competitions, including MS MARCO and KorQuAD 1.0 and 2.0.

When an inquiry is received through AICC, an AI counselor, such as a chatbot or voice bot, handles tasks such as answering the inquiry, reviewing subscriptions, and processing service requests. Difficult inquiries, such as requests for technical support, are automatically connected to a specialized counselor, and the AI interprets the conversation to automatically recommend the optimal response or content appropriate to the situation. Afterwards, AI analyzes customer complaints (VoC) in real time and automatically evaluates the content of consultations to improve quality.

By introducing Samsung SDS AICC, simple, repetitive tasks for counselors can be reduced by more than 50%, consultation time can be reduced by 20% through real-time classification of customer inquiry types and response recommendations using AI, and new product planning and marketing can be utilized through conversation content analysis.

For example, if applied to an insurance company, AI could enhance the efficiency of consultation processes by performing not only full-scale insurance sales monitoring calls but also call quality monitoring and review. In the case of a global company that implemented AICC, AI analyzed conversations in real time, providing counselors with product information and consultation guidance, and automatically recommending event information.

“AICC is a solution that allows AI to handle simple consultation tasks while counselors handle specialized and complex tasks, thereby improving the efficiency and service quality of contact centers,” said Hong Hye-jin, Executive Director of the Solutions Business Division at Samsung SDS. “We plan to apply the latest AI technology to advance AICC while expanding our business to manufacturing, finance, and service industries.”