Completion of a Fully Internalized AICC Model
Customer Center Inquiries Drop by 18.4%
On August 18, UBASE Group announced that, following the comprehensive implementation of an integrated AICC (Artificial Intelligence Contact Center) solution at Jeju Air's customer center, the AI chatbot's automated inquiry handling rate more than doubled, significantly reducing the workload for human agents.
UBASE Group signed a business agreement with Jeju Air in July last year and has since been working to build the system based on its SaaS (Software as a Service) AICC solution, 'U Connect.'
In February of this year, the group completed a fully internalized AICC model that integrated every stage, from requirements definition and design to construction and customer service operations. This marks the first case in the airline industry where a single entity has managed a customized model for a company from planning through to operation.
With the introduction of the generative AI 'HiJECO' at Jeju Air's customer center, customers of various nationalities can now access services without language barriers. Notably, after Chinese was added as a supported language in March, the number of foreign language consultations rose by 21.7%, from approximately 2,690 cases in March to about 3,270 in April.
From January to May this year, the AI chatbot's automated inquiry handling rate increased by 2.6 times compared to the same period last year. As more inquiries were resolved through the AI chatbot, the number of consultations handled by the customer center decreased by 18.4% year-on-year during the same period.
UBASE Group has integrated the customer service system with Jeju Air's core systems in real time, allowing agents to instantly view customer information on a single screen as soon as a call is received. The application of an AI-based post-processing automation system has also drastically reduced the time required for summarizing and categorizing consultations, streamlining the overall workflow.
Jinwon Mok, CEO of UBASE Group, stated, "UBASE Group is the only integrated AICC partner in Korea that has fully internalized both contact center operation capabilities and AI technology, leading the transformation of customer service processes beyond simply supplying technology."
He added, "We will continue to demonstrate tangible results in customer service innovation as Korea's leading BPO (Business Process Outsourcing) specialist."
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