Subscription-based AI Consultation Center 'Emerging Market'... Companies Launching Rapidly

Artificial Intelligence (AI) and cloud technology are transforming the way companies handle customer service with subscription-based AI Contact Centers (AICCaaS). Unlike the high-cost on-premise (internal installation) method, AICCaaS, which is used on a cloud basis, is being evaluated as a key infrastructure with flexible scalability.

According to the industry on the 29th, the spread of AICCaaS is accelerating as cloud technology advances. AICCaaS provides high-performance AI consultation functions more flexibly, allowing small and medium-sized enterprises and startups to easily access the service on a subscription basis without initial setup costs. Advanced features such as AI automatic updates, voice recognition, emotion analysis, and consultant assistance are included, significantly improving consultation quality.

Kakao Enterprise, for instance, entered the cloud-based AICC market by launching the 'Kakao i Connect Center', a mobile consultation center service integrating AI chatbots and callbots, since 2022. Among them, 'Centerflow' supports rapid AICC adoption for both large and small enterprises on a cloud basis. It lowers the adoption barrier by providing industry-specific voice bot templates and test environments, and in actual application cases, it recorded a 97% response rate and 89.6% employee satisfaction, proving its effectiveness.

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, servers, and networks. It is pursuing a differentiation strategy with 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 embarking on strategic transformations. 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 service of AI technology necessary for the entire consultation process, such as 'customer intake-consultation-post-processing-management-QA evaluation-consultant training'. It opened 'AICC Design Lab' at the Yeouido Digital Center in Seoul and Bucheon Dream Center, allowing interested companies to directly experience the solution and design an AICC model optimized for customer experience. Mok Jin-won, CEO of Ubase, said, "Ubase provides a wide range of AICC solutions from on-premise to cloud-based subscription services," adding, "With practical experience accumulated by building and operating contact centers in various industries, we will become a practical partner leading the AICC transition for more companies." An industry official predicted, "AICCaaS is becoming an essential infrastructure for customer service operations beyond a temporary trend," adding, "With the advancement of cloud technology and the expansion of AI adoption policies, AICC adoption will become the standard not only for companies but also for public institutions within the next 3 to 5 years."


yjjoe@fnnews.com Yoonju Cho Reporter