[AI Revolution]⑬Consultations Taking 35 Minutes Now Done in 2 Minutes... Samsung SDS

Providing AI Consultation Features with Cloud-Based SaaS
From Data Collection to Analysis with Brightics AI
Automatic Editing and Ad Placement through Image and Video Analysis

# "For cancer diagnosis benefits, certain cancers only receive 50% of the insurance payout for a specific period after enrollment. How many years less than this period did you sign up for (consultant)?" "I was informed it was within 1 year (customer)." As insurance company consultant A starts a phone consultation, a text message immediately appears on the consultant's screen. The voice conversation exchanged with the customer is converted into text. Key keywords mentioned by the customer, such as 'within 1 year,' are automatically highlighted. Based on this, guidelines for responding to inquiries appear for the consultant. Complex insurance product explanations proceed quickly thanks to the 'consultation coach.'

The consultation coach is an artificial intelligence (AI) by Samsung SDS. The Intelligent Contact Center (AICC) solution analyzes conversations with customers and automatically recommends appropriate responses. Samsung SDS provides the AI consultation function as a cloud-based Software as a Service (SaaS) to companies.

AI automatically handles simple customer phone consultations such as service application reception and service satisfaction surveys. Inquiries received via text or email are analyzed and answered automatically. It acts as a 'helper' that reduces consultation waiting times and processing steps. Difficult inquiries, such as technical support requests, are connected to professional human consultants. AI also plays a role in understanding customer intent and matching them with the optimal consultant.

Samsung SDS provides the AI-based intelligent contact center solution 'AICC'.
[Photo by Samsung SDS]

DB Insurance greatly improved work efficiency by adopting AICC. They entrusted the AI voice bot with monitoring whether complete sales were made during insurance enrollment. As a result, the phone consultation time, which used to take about 35 minutes per case, was reduced to 2 minutes. With increased efficiency, about 50,000 consultations per month are entrusted to AI.

AI not only replaces consultations but also helps improve the quality of human consultations. It analyzes consultation content and customer information to check whether essential guidance was provided and whether the consultation remarks were appropriate. AI voice recognition technology, which converts voice to text and analyzes the text, supports this. The accuracy is high enough to reach a 97% conversation intent recognition rate.

Samsung SDS also offers 'Brightics AI.' Brightics AI is a comprehensive platform that supports the entire process from data collection to analysis. It recommends optimal algorithms and analysis models suited to the data characteristics without complex coding.

For example, by inputting customer visit patterns and employee work information at a clothing store, it can predict the number of visitors by time slot. Based on this, manpower operation can be optimized by deploying maximum staff focused on customer service during busy hours and assigning some employees to training during slow periods.

AI is also used for analyzing unstructured data such as images and videos. Samsung SDS analyzes subtitles, sounds, situations, and scene transition points in videos with its 'Brightics Visual Search' solution. It can find the desired image among 30 million images within one second, demonstrating fast search speed. Accuracy is also a strength. Among the Brightics Visual Search solutions, the facial recognition algorithm ranked 6th globally and 1st domestically in the evaluation announced by the U.S. Department of Commerce's National Institute of Standards and Technology (NIST) in September last year. This is the result of upgrading the algorithm in cooperation with Samsung Electronics' Advanced Institute of Technology since 2021.

Video analysis is used for automatic editing and searching. After a broadcast, it compiles highlight videos into short clips of 3 to 5 minutes. It also arranges advertisements suitable for the video. For example, if a scene shows the drama's main character opening the refrigerator while working late and feeling hungry, an instant noodle commercial is scheduled at the scene transition point. This allows businesses to increase advertising effectiveness while viewers can enjoy the video without discomfort.

Recently, Samsung SDS strengthened its SaaS business competitiveness by acquiring the AI-based procurement supply chain management company 'Emro.' Emro provides core material demand forecasting, inventory management, and optimal price automatic analysis using its own AI technology. With the acquisition of Emro, Samsung SDS secured specialized solutions in the procurement supply chain management area. Samsung SDS CEO Hwang Sung-woo said, "We will join forces with Emro to expand the integrated supply chain platform business targeting global customers."