PERSONA AI, an artificial intelligence company, announced on the 2nd that it is accelerating its business expansion by adding AI agents to its artificial intelligence contact center (AICC) with the 'GEN AICC (generative AICC)'.

GEN AICC is a service that provides personalized communication experiences to customers by applying AI agents to AICC solutions. AI agents provide customized responses based on customer tendencies and consultation history, allowing for accurate processing of simple repetitive tasks in a short period of time and 24-hour operation.

Existing consultation centers were structured so that counselors were evaluated by the number of calls they handled in a day or had to fill a set number of consultations, which inevitably led to poor consultation quality. Another problem was that there were many simple repetitive tasks and emotional labor. The introduction of AICC did not necessarily lead to customer satisfaction. Most customers did not resolve their issues on the first call, and the AI ​​response success rate was only around 58%.

PERSONA AI found a solution by realizing HICC (Hybrid AICC), where AI and counselors respond in a hybrid manner. The core is a personalized AI agent that utilizes the original AI engine, which quickly recognizes and processes customer requests based on past consultation history. As accurate customer identification and response became possible, the AI ​​response success rate was raised to 95% and customer satisfaction to 93%.

Counselors can respond to up to 30 customers at once by responding with AI agents. In addition, as simple repetitive consultations are reduced, an environment is created where in-depth consultations can be focused on. AI and counselors coexist, which increases both the efficiency and quality of consultations. In addition, AI filtering was used to block abusive language and swearing, solving the problem of emotional labor.

Furthermore, by linking a virtual GPU to HICC and improving service intuitiveness, high-quality HICC can be operated without expensive GPUs or MLOps (AI model operation) experts. Cost burden was also reduced with usage-based billing.

PERSONA AI plans to lead the AICC market while improving the level of corporate customer communication by leading the application of AI agents, a hot topic in the AI ​​industry, to the AICC field. We have already signed GEN AICC supply contracts with six domestic and foreign companies, and have successfully completed the English version of GEN AICC testing in the Philippines, where the call center industry is active.

Yoo Seung-jae, CEO of PERSONA AI, said, "GEN AICC, which applies AI agents, is not a simple call center concept, but a completely new communication paradigm," and "We will realize satisfaction for companies, counselors, and customers through GEN AICC."