Changwon Facilities Corporation, First Local Public Institution to Introduce 'Artificial Intelligence Call Center'

Corporate Call Center Consultation Service Replaced by Artificial Intelligence

On the 23rd, Changwon Facilities Corporation in Gyeongnam announced that it is pushing to introduce the 'Artificial Intelligence Call Center,' the first among local public institutions.

Panoramic view of Changwon Sports Park.

The AI call center being promoted by the corporation is a system where artificial intelligence (AI) replaces customer consultation tasks that were previously handled through the corporation's main phone line.

Accordingly, after independently developing the guidance service platform and scenarios last September, the corporation has been collaborating with LGU+ since this month to apply cloud technology and engage in generative AI deep learning.

The corporation plans to conduct testing and pilot operations next month and commence full-scale operations starting in December.

Once the AI call center is operational, it is expected to maximize the speed and efficiency of service by generating and responding in real-time to about 100 customer inquiries, including those about facilities and programs, usage fees, holidays, and reopening information.

The corporation explained that for questions difficult to answer, the AI will directly connect customers to a human representative, thereby resolving consultation inconveniences.

Director Kim Jonghae stated, “Through the AI-based call center, we will make every effort to implement innovative services so that customers can receive faster and more accurate information.”