DL E&C announced on the 24th that it has established a customer response management system called 'D-VOICE,' which applies ChatGPT technology, an interactive artificial intelligence (AI). This is the first official adoption in the domestic construction industry to enhance customer satisfaction.
DL E&C developed a new customer response management system by applying ChatGPT 4.0 technology through collaboration with Microsoft (MS) on its big data-based data platform, 'DLake.' By utilizing AI technology, it has become possible to manage customer consultation content more efficiently.
The existing system required employees to fully understand the entire consultation content, manually select key keywords, classify requests, and manage them, which was cumbersome. However, in the new system, consultation content is automatically converted from voice to text, and the content excluding personal information is immediately sent to ChatGPT for summarization within one minute. Then, the AI reanalyzes the summarized content, classifies it by keywords, and completes storage. Employees can refer to this accumulated data during the next consultation to more easily and quickly identify and respond to customer requests and complaints.
DL E&C expects that by applying the D-VOICE system to customer consultation areas such as sales and after-sales service (AS), it will improve employees' work efficiency and enhance the quality of customer response and customer satisfaction. Furthermore, the company plans to actively utilize ChatGPT in various business fields in the future to continue innovation aimed at customer satisfaction.
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