Samsung SDS is pitching its AI Contact Center (AICC) to organizations that are looking to streamline their own contact center operations. The AICC solution is a virtual assistant and analytics tool that allows an organization to automate many of their call center procedures.
With the AICC, calls that come into a contact center will initially get picked up by a Virtual Agent rather than a human one. The AI can handle many basic requests on its own, or connect the customer to a human agent if they have a more complicated question. For example, the call might get routed to a professional if the customer needs hands-on tech support.
The system itself utilizes natural language understanding (NLU) technology that allows the AICC to determine the purpose of each individual call. That NLU tech took the top spot in Microsoft’s AI Machine Reading Comprehension competition, and in multiple KorQuAD contests.
The AICC also has speech-to-text and text analysis capabilities that allow the system to turn calls (and complaints) into actionable data that can be incorporated into future product designs, or used to deliver better customer service. According to Samsung, the AICC will dramatically reduce the administrative burden on contact center employees, eliminating 50 percent of the repetitive tasks while lowering counseling times by as much as 20 percent.
“AICC is an innovative solution for contact center to improve efficiency and service quality with AI handling simple customer inquiries allowing the agents to focus on more complicated tasks,” said Samsung SDS SVP Jeanie Hong. “We will continuously upgrade AICC by applying latest AI technology while expanding business in the manufacturing, financial, and service industries.”
Samsung SDS recently won the 2020 iDASH Secure Genome Analysis Competition with homomorphic encryption technology that can analyze encrypted data without decrypting it. The AICC is one of several contact center solutions now on the market, with companies like Nuance Communications and NICE also providing organizations with tech that can automate and analyze various call center applications.