SM Hi-Plus, a manufacturing and service affiliate of SM Group, said Tuesday it has introduced an "AI Call Bot" service that responds to customer inquiries around the clock, 365 days a year, using artificial intelligence (AI).
The AI Call Bot is an Amazon Connect-based AI contact center that helps customers check and process matters such as unpaid highway Hi-Pass tolls. It is part of follow-up services introduced after the company successfully completed its "All-in Migration," transferring and converting its IT infrastructure to the AWS cloud last October.
As a result, customers can now resolve inquiries quickly and conveniently without time constraints, including late at night or on weekends. Previously, paying unpaid tolls required connecting to an agent during weekday contact center operating hours. With the AI Call Bot improving the operational process, much of the previous inconvenience and hassle is expected to be resolved.
According to figures compiled by SM Hi-Plus during a trial run conducted throughout June, the average daily number of customer responses increased by about 250 percent from before, and total consultation time rose by about 340 percent. After guidance from the AI Call Bot, payments can also be made in one stop through the mobile web, allowing customers to use credit cards or mobile easy payment according to their needs.
SM Hi-Plus also expects that the soft landing of the AICC will strengthen both operational efficiency and consultation capabilities going forward. By having AI replace simple, repetitive inquiries, the company expects to cut operating costs by more than 15 percent.
In addition, Amazon Connect's real-time call analysis function automatically identifies and analyzes customers' emotions and the surrounding context, making consultation quality management easier. Compared with before, data-based, multilayered and in-depth service responses are now possible, and overall business advancement is expected to be achieved early.
"With this new service, the company will be able to further accelerate the AI transformation (AX) it is pursuing with great dedication, as well as its leap into a mobility payment platform," SM Hi-Plus CEO Ahn Byung-hyun said. "We will continue to expand the AI Call Bot's consultation areas from Hi-Pass toll collection to general inquiries."
