• Skip to main content
  • Skip to secondary menu
  • Skip to primary sidebar
  • Skip to footer
  • Our Services
  • Contact Us
  • Newsletter
  • Top Nav Social Icons

Mobile ID World

Mobile ID World

Identification Revolution

  • Mobile ID
    • What Is Mobile ID?
    • Identity Associations
    • Premier Partners
    • FAQ
  • News
  • Solutions
    • Behavioral
    • Facial Recognition
    • Fingerprint Biometrics
    • Iris Biometrics
    • Second Factor
    • Smart Cards
    • Smartphones
    • Vital
    • Voice
    • Wearable Tech
    • Other
  • Applications
    • Access Control
    • Cloud Technology
    • Commerce
    • Enterprise
    • Healthcare
    • Identification
    • Internet of Things
    • Law Enforcement
    • Strong Online Authentication
  • Exclusive
    • Interviews
    • Featured Articles
    • Podcasts
  • Companies
  • Events

Samsung SDS Offers AI Contact Center to Help Companies Deal With Incoming Calls

May 31, 2021

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.

Samsung SDS Offers AI Contact Center to Help Companies Deal With Incoming Calls

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.

Filed Under: Industry News Tagged With: AI Contact Center, AI solutions, AI technology, Artificial Intelligence, call center solutions, conversational AI assistants, Samsung SDS, Samsung SDS AICC, speech recognition, virtual assistants

Related News & Articles

AI-Powered Money20/20 App Make Networking More Natural

Suprema Fingerprint Biometrics Tech Used in New TazTag Devices

MWC 2018: Huawei Leads 5G Charge in 2018 GLOMO Awards

Primary Sidebar

Learn About Mobile ID and Aviation

Tweets

Sponsored Links

facetec logo

FaceTec’s patented, industry-leading 3D Face Authentication software anchors digital identity, creating a chain of trust from user onboarding to ongoing authentication on all modern smart devices and webcams. FaceTec’s 3D FaceMaps™ make trusted, remote identity verification finally possible. As the only technology backed by a persistent spoof bounty program and NIST/iBeta Certified Liveness Detection, FaceTec is the global standard for Liveness and 3D Face Matching with millions of users on six continents in financial services, border security, transportation, blockchain, e-voting, social networks, online dating and more. www.facetec.com

FACEPHI is a global leader in Facial Recognition technology and in Mobile Biometrics technologies. With a strong concentration in the financial sector, FacePhi’s product is rapidly becoming a service used by banks all over the world. Its implementation doesn’t just save money, it is also a way to attract clients and build loyalty, while increasing the security of transactions for both the customer and the business. To learn more about FacePhi, visit https://www.facephi.com/en/

Recent Posts

  • NordPass, Yahoo! Japan, and Regula Keep Up Mobile Biometrics Momentum
  • NordPass Enables Biometric, TOTP-secured 2FA for Business Users
  • Mastercard Solution Certified Under UK’s Digital ID Framework
  • Transatlantic Digital Traveler Identity Project Gets High-Profile Tech Partner
  • Digital Identity Tech Demo Online Event

Footer

  • About Us
  • Company Directory
  • Advertise With Us
  • Contact Us
  • Privacy Policy
  • Terms of Use
  • Archives
  • CCPA: Do not sell my personal info.

Follow Us

Copyright © 2023 MobileIDWorld