[AI Revolution](130) "Ubase AI Contact Center Trusted by SKT and Kakao"

AICC Integrated Solution 'U-Curator' Launched
With 200 Developers... Jeju Air Scheduled for Adoption
Reducing Simple Tasks and Fostering 'Professional Counselors'

Kwon Sang-chul, CEO of Ubase Group, is posing ahead of an interview on the 13th at the Ubase Client Center in Yeouido, Seoul. Photo by Kang Jin-hyung

"If our client is Batman, then we are Alfred the butler. While the client focuses on their core business, Ubase smartly handles the remaining support tasks using artificial intelligence (AI) technology."

Batman, who battles villains in Gotham City, is not alone. He has Alfred, who meticulously takes care of household chores, schedule management, and health checks. Founded in 1998, Ubase Group is the largest BPO (Business Process Outsourcing) specialist company in Korea, playing a role similar to Alfred for its clients. Adding AI to this, after years of research and development, they launched ‘U-Curator,’ an integrated solution that can operate and manage AI-based contact center (AICC) services.

Previously, AICC development and operation were separated, making it difficult to respond quickly to client requests. As a result, many companies that adopted AICC with high expectations for cutting-edge technology were often disappointed. In an interview with Asia Economy on the 13th, Kwon Sang-chul, CEO of Ubase, explained, "We have experience in both AICC development and operation, enabling real-time problem solving and precise system adjustments tailored to client needs." Currently, about 70 clients use U-Curator, receiving customized support throughout the entire consultation process, including inbound calls, counseling, post-processing, management, QA evaluation, and training through AI solutions.

Ubase Group is the only Korean global BPO company that has expanded into overseas markets such as Malaysia, Japan, and Taiwan, achieving consolidated sales of 570 billion KRW last year. In addition to their existing call center operation expertise, they have internalized technology by consecutively acquiring IT specialist companies like Nexus Community and Wego. Currently, about 200 developers are active within the company. Based on this, through partnerships with SK Telecom and Kakao, they developed a subscription-based AICC that small and medium-sized enterprises and small business owners can easily adopt. Next year, Jeju Air plans to open a contact center utilizing Ubase’s technology. Repetitive and simple tasks are handled by AI, while specialized counselors take charge of parts requiring deep involvement with customer needs.

One of their clients, SK Rent-a-Car, introduced the AICC solution and achieved a 40% reduction in chat consultation inquiries handled by counselors and raised customer satisfaction to 80%. As AICC advances, the number of counselors may decrease, and Ubase’s revenue from directly employing counselors might decline, but CEO Kwon avoids short-term management perspectives. He emphasized, "We will develop new areas in line with changing times to assist clients and reduce counselor turnover rates."

BPO work is directly linked to ‘trust.’ Their policy is to enhance data analysis capabilities and AI technology so that clients can entrust more tasks with confidence. CEO Kwon stated, "We plan to train employees to become professional counselors who can effectively utilize AI." For example, whereas counselors previously only handled product refund inquiries, in the future, AI will analyze customer tendencies and intentions, then suggest, "How about this product?" He expressed his ambition, saying, "We aim to become a leading BPO company that contributes not only to trust with clients but also to improving the national trust index."