LG CNS Provides AI Customer Center Service as a Subscription Model

[Asia Economy Reporter Yuri Choi] LG CNS announced on the 8th that it will officially launch its cloud-based subscription contact center business. This service offers a future-oriented customer consultation center (AICC) using artificial intelligence (AI) and cloud technologies on a subscription basis.

AICC enables ▲ voicebots and chatbots where AI responds to customer inquiries 24/7 ▲ answer recommendations that improve consultation quality based on real-time analysis of customer inquiries by AI ▲ personalized marketing services that recommend products needed by customers through big data analysis of consultations. LG CNS provides the service so that corporate clients can use AICC by paying only the subscription fee without building separate infrastructure.

LG CNS sees high growth potential in AICC and has formed a Future Contact Center (FCC) business organization to secure technology and personnel. It has proven its competitiveness by carrying out large-scale AICC and AI chatbot projects for KB Financial Group and Hyundai Motor Company. Last year, it also completed a consultation bot project for Woori Bank. According to the industry, the global AICC market size is expected to grow from $11.5 billion (KRW 15.3 trillion) in 2021 to $36.1 billion (approximately KRW 48.2 trillion) by 2025.

Sangkyun Park, Executive Vice President and Head of LG CNS Data Analytics & AI (D&A) Division, said, “Based on LG CNS’s digital transformation (DX) capabilities such as AI and cloud, we will further expand the AICC business to accelerate innovation in customer experience.”