PERSONA AI announced that it will supply an artificial intelligence contact center (AICC) solution to SK Rent-a-Car.

SK Rent-a-Car decided to build an AI-based 'Smart Customer Center' to improve the quality of customer communication and the consulting environment. This is the first case in the industry where AI has been applied to a customer center.

PERSONA AI built a system optimized for SK Rent-a-Car based on the all-in-one AICC solution 'AI CCaaS (AI Contact Center as a Service)' with SK Telecom. Information provision tasks such as branch guidance and maintenance inquiries are handled by conversational chatbots and callbots. As the burden of simple and repetitive tasks on counselors was reduced, the number of counselor chat consultation inquiries during the pilot period decreased by about 40% compared to the same period last year.

As AI voice and chat consultations are provided 24 hours a day, quick service guidance is now possible even during nighttime and weekend hours when rental car use is high. In particular, the callbot that applied Persona AI's natural language technology received favorable reviews for accurately identifying and responding to requests. About 80% of the customer satisfaction survey respondents answered that 'callbots understand their inquiries well'.

SK Rent-a-Car expects to strengthen communication with customers through the smart customer center, as well as create an environment where counselors can focus on in-depth consultations.

A PERSONA AI official said, "We are very pleased to be supplying the first AICC in the rental car industry," and "We will continue to introduce services that allow companies to effectively strengthen customer communication based on AI source technology."

Meanwhile, PERSONA AI is introducing various forms of AICC, such as chatbots and callbots, kiosks, address processing bots, and metahumans, and won first place in the generative AI solution competition held in the United States last year.