AI Call Center Service Also in Subscription Model...AICCaaS, Becoming the New Standard for Customer Response Infrastructure?

[Financial News] The subscription-based AI Contact Center (AICCaaS), which combines artificial intelligence (AI) and cloud technology, is changing the way companies handle customer service. Unlike the on-premise (internally installed) method, which incurs high costs for construction and operation, AICCaaS, which is used on a cloud basis, is evaluated as a key infrastructure with flexible scalability.
According to the industry on the 29th, as cloud technology advances, the spread of AICCaaS is becoming full-fledged. AICCaaS provides high-performance AI consultation functions more flexibly, and since the service can be used on a subscription basis without initial construction costs, it is easily accessible to small and medium-sized enterprises and startups. Advanced features such as AI automatic updates, voice recognition and emotion analysis, and counselor assistance functions are equipped, and consultation quality is also greatly improved.
In the case of Kakao Enterprise, it entered the cloud-based AICC market by launching the mobile consultation center service 'Kakao i Connect Center', which integrates AI chatbots and callbots, since 2022. Among them, 'Centerflow' supports the rapid adoption of AICC not only by large enterprises but also by small and medium-sized enterprises on a cloud basis. By providing industry-specific voice bot templates and test environments, it lowered the barriers to adoption, and in actual application cases, it recorded a response rate of 97% and an employee satisfaction rate of 89.6%, proving its performance.
LG CNS also launched a cloud-based subscription service in 2022, providing an environment where digital transformation can be realized without infrastructure construction such as communication, server, and network. It is pursuing a differentiation strategy as a 'future-oriented consultation center' that combines digital technologies such as AI chatbots, voice bots, and personalized recommendations based on customer data.
Domestic business process outsourcing (BPO) companies are also making strategic transitions. In the case of Ubase, it was selected as the executor of the 'XaaS Leading Project' by the Ministry of Science and ICT and the National IT Industry Promotion Agency (NIPA) and developed AICCaaS. The AICCaaS developed by Ubase and introduced last March is provided as an integrated AI technology service necessary for the entire consultation process, such as 'customer intake-consultation-post-processing-management-QA evaluation-counselor training'. In Yeouido Digital Center in Seoul and Bucheon Dream Center, 'AICC Design Lab' was opened so that interested companies can directly experience the solution and design an AICC model optimized for customer experience. Ubase CEO Mok Jinwon said, "Ubase provides a wide range of AICC solutions from on-premise to cloud-based subscription services," and "With practical experience accumulated by building and operating contact centers in various industries, we will become a practical partner leading the AICC transition of more companies." An industry official said, "AICCaaS is becoming an essential infrastructure for customer service operations beyond a temporary trend," and "As cloud technology advances and AI adoption expansion policies coincide, AICC adoption will become standard not only for companies but also for public institutions within the next 3 to 5 years."



yjjoe@fnnews.com Cho Yoonju Reporter