AICC Developed by Ubase: "Number of Counselors Will Decrease from 180,000 to 50,000 in 20 Years" (Comprehensive)

Ubase Launches Integrated Solution 'U-Curator'
26 Years of Operational Expertise Combined with IT Subsidiary Technology
Efficiency Enhanced with AI-Powered Professional Consultants

Ubase Group, a business outsourcing specialist, has launched 'U-Qurator,' an integrated artificial intelligence contact center (AICC) solution that addresses the existing issues of high costs and low efficiency.

On the 12th, Kwon Sang-chul, CEO of Ubase Group (pictured), held a press conference at the Ubase Client Center located in Yeouido, Seoul, stating, "Through the industry's first integrated operation and technology solution, we aim to lead innovation in customer experience and open a new paradigm with AICC services."

U-Qurator aims to provide enhanced experiences for both counselors and customers by selecting a vast amount of information through AI and supplying optimal solutions.

Founded in 1998, Ubase combined its know-how in operating contact centers with the AI and infrastructure technologies of its subsidiaries, including Wego, Hanil Networks, and Nexus Community, to complete the AICC solution.

A distinctive feature is that a single entity directly manages the entire process from design and construction to operation of the solution.

The company explained that this approach can prevent problems that may arise when contact center operations and IT technologies are applied separately, such as unclear accountability, system compatibility errors, and high maintenance costs.

Ubase operates six AI-based contact centers, including the Bucheon Dream Center, which has the largest single-scale infrastructure.

It runs 380 global locations in countries such as China, Taiwan, Malaysia, and Japan, possessing the industry's largest infrastructure with 27,400 seats domestically and internationally.

Based on this, Ubase plans to provide customized services through advanced AICC services. Six areas of counseling?intake, consultation, post-processing, management, QA evaluation, and training?can be selected and customized as needed.

Vice President Chae Jun-won of Ubase explained, "Ubase Group has about 500 client companies, and among them, around 70 have already introduced and are operating U-Qurator."

The plan is to strengthen relationships between customers and companies through professional counselors equipped with AI capabilities, creating a virtuous cycle that generates long-term corporate profits.

Ubase has introduced a low-cost, high-efficiency subscription-based AICC service in collaboration with SK Telecom, Kakao, and others, and by adopting new technologies such as small large language models (sLLM), it quickly understands customer intentions during consultations to enhance satisfaction.

Since AI handles simple and repetitive tasks, Ubase forecasts that the number of contact center counselors in Korea will shrink from 400,000 in the early 2000s to 180,000 this year, and further down to 50,000?80,000 by 2040. Instead, counselors capable of utilizing AI are expected to play an active role.

CEO Kwon said, "In the future, the help of AI-armed counselors will be necessary," adding, "Counselors will take on more advanced and specialized roles rather than simple customer responses." He expressed his ambition, saying, "We will redefine the standards of the counseling industry centered on customer experience and lead innovative changes."