AICentro, speaker authentication, consultation bot, consultation summary, etc.

KT DS held the <OBICs Forum> at Gwanghwamun Building and introduced 'AICentro', an AI service platform specialized for contact centers.

<OBICs Forum> is a place to introduce technology trends related to OBICs (open source, big data, Internet of Things, cloud, information security), which are the five core technologies of KT DS, as well as new technologies and services of KT DS. This is the sixth time since its launch in 2015.

At this forum, KT DS Emerging Tech Division Head Moon Sang-ryong announced KT DS's AI business strategy and the newly launched AI contact center platform, and introduced the right approach to introducing AI infrastructure and related technology trends.

Since declaring its entry into the AI business early this year, KT DS has focused on establishing a foundation for market entry, and as its first result, it has developed 'AICentro', a platform specialized for contact centers.

A contact center is a customer support center that goes beyond the call center that provides customer consultation over the phone to provide consultation via email and the Internet. Recently, it has been attracting attention as an industry that can most quickly adopt key AI technologies such as natural language processing and machine learning.

KT DS completed 'AICentro' by applying the voices of counselors and customers accumulated in the field for many years to the call center. Through 'AICentro', counselors are expected to have their work burden and consultation time reduced, customers are expected to receive consultation services 20% faster than before, and contact center managers are expected to see a reduction in their work burden through automation.

The main services of 'AICentro' include speaker authentication, consultation bots, and consultation summaries, and its management functions include emotional monitoring, consultation evaluation, and document verification.

Considering the characteristics of AI services, where successful introduction cases are rare, KT DS plans to relieve customer concerns about performance and stability and build trust through a preliminary proof of concept (PoC).

Moon Sang-yong, head of KT DS Emerging Tech Division, said, “The launch of AICentro was possible because it was supported by the OBICs technology that KT DS has accumulated so far,” and “We will devote ourselves to discovering new AI solutions and services and take the lead in creating the domestic AI ecosystem, thereby taking a step closer to becoming the best AI service provider in Korea.”