AI company Persona AI announced on the 9th that it will provide an AI-based integrated consulting system to PS&Marketing, a distribution subsidiary of SK Telecom.

PS&Marketing decided to introduce AI to innovate its business system and improve the quality of consultations. It was determined that in order to establish a foundation for business expansion, it was necessary to improve business processes and automate consultations. To this end, Persona, which has numerous cases of consultation centers AX (Artificial Intelligence Innovation), has joined forces through ‘SKT AI CCaaS’.

Persona AI proposed system systemization and customer journey management centered on the AI ​​Contact Center (AICC) as an AI CCaaS service provided together with SK Telecom. It built an environment where each consultation channel can be managed in an integrated manner and prepared response scenarios that take into account the customer journey and needs, ensuring that customized consultations are provided in a timely manner while reducing the workload of consultants in connecting calls.

The work structure where all inquiries were connected to a counselor was also improved. Previously, all simple and repetitive inquiries were connected to phone consultations, which reduced work efficiency and lengthened consultation waiting times, which affected customer satisfaction. In response, Persona AI applied AI chatbot ‘Sonar Chat’ and callbot ‘Sonar Call’ based on its own developed engine, and automated simple and repetitive consultation responses with AI.

As a result, through the operation of the first stage service, 61.7% of all consultation tasks can now be handled by AI, and a pleasant work environment was created where counselors can focus on customers with more in-depth responses. As the burden of simple and repetitive tasks was eliminated, more efficient work processing became possible. Furthermore, by shortening consultation waiting times and improving consultation quality, a more satisfactory customer experience can be provided.

Furthermore, the company plans to continue to advance the consultation system with ‘SKT AI CCaaS’, increase the processing rate of simple tasks through AI, and build a system that automates various customer convenience functions such as information inquiry, advance reservation, and installment registration.

Persona AI CEO Seungjae Yoo said, “By deeply analyzing the work environment and characteristics of PS&Marketing, we were able to upgrade the entire consulting system and realize AX that creates greater value at the same time.” He added, “We will continue to lead the market with AI technology and services that contribute to innovation in corporate systems and processes.”