LG CNS, a DX specialist, is innovating customer experience by launching a cloud-based subscription-based contact center (CCaaS, Contact Center as a Service) business.

LG CNS announced on the 8th that it is providing a subscription service that allows corporate customers to use AICC by paying a subscription fee without a separate infrastructure.

In CCaaS, the contact center (CC) is a future-oriented customer service center that incorporates DX technologies such as AI and cloud, and is also called AICC (AI Contact Center).

According to the industry, the global AICC market size is expected to grow rapidly from $11.5 billion (KRW 15.3 trillion) in 2021 to $36.1 billion (KRW 48.2 trillion) in 2025.

Establishing an AICC requires a diverse infrastructure, including communications equipment, servers, networks, and consulting apps. LG CNS believes that this subscription-based service can help customers mitigate the initial costs.

LG CNS announced that it will continuously advance AI technology based on its DX capabilities and discover new AICC services to provide to customers. △Speech recognition (STT, Speech to Text) that recognizes the customer's voice and converts it into text △Text analysis (TA, Text Analysis) that extracts and analyzes meaning from text △Natural language processing (NLP, Natural Language Processing) that finds answers by understanding the intent of the question △Speech synthesis (TTS, Text to Speech) that responds with voice based on the answer, etc.

Meanwhile, LG CNS has established a Future Contact Center (FCC) business unit and has been securing technology and human resources. It has successfully completed projects such as the Woori Bank consultation bot, working with large AICCs like KB Financial Group and Hyundai Motor Company. It also recently signed a partnership with Genesis to jointly pursue AICC projects.

Park Sang-gyun, Executive Director of LG CNS's D&A Business Division, emphasized, "Based on LG CNS's DX technologies such as AI and cloud, we will further expand the AICC business and accelerate customer experience innovation."