Seoul's civil complaint call center to upgrade AI-based civil complaint service

By Kim Joo-heon Posted : April 21, 2022, 17:00 Updated : January 6, 2023, 01:12

[Gettyimages Bank]

SEOUL -- Seoul's civil complaint call center will upgrade its artificial intelligence-based customer service to take care of waves of inquiries. Chatbots and voicebots will carry out simple and repetitive tasks so that human assistants can focus on complicated inquiries.  
AI-based customer services are used in various sectors due to their efficiency. Chatbots communicate with customers through text conversations and voicebots specialize in verbal conversations. Customers can choose to speak directly with human assistants if robots cannot provide a solution. According to "120 Dasan Call Center," Seoul's integrated civil complaints call center, the proportion of AI chatbot-based administrative service sessions accounted for 18.9 percent out of some 7.5 million inquiries in 2021. The chatbot service was adopted in 2020 to help call center operators handle various types of complaints 24 hours a day. About 20,000 inquiries are made every day.
Seoul 120 Dasan Call Foundation, the operator of Seoul's call center, said that AI-based call center services will be upgraded to help human assistants focus more on complex tasks. A smart system that analyzes accumulated data will be adopted to improve services. The foundation will increase the areas of chatbot service to 2,000 from the current 474 and adopt voicebots. 

"We will innovate our labor-based call center service into a high-tech information service through a smart management reformation based on AI technologies," the foundation's chairman Lee Yi-jae said in a statement on April 21. 
In March 2022, Woori Bank, a subsidiary of South Korea's Woori Financial Group, also upgraded its AI-based chatbot service to provide customized answers based on customer information. The upgraded service can find information in various documents when an inquiry is received. SK Telecom (SKT), a mobile carrier in South Korea, has also adopted AI-based chatbot and voicebot services that were used by almost 40 percent of customers.
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