Hyosung ITX signed a CS infrastructure development contract with CJ Hello and built “xtrmSolution,” a system to assist a customer contact center with real-time speech recognition technology.
xtrmSolution is an AI-based service to help call center agents provide proper answers to enquiries from consumers by performing real-time voice recognition and analysis of conversations with customers. This solution converts recorded audio of customer interactions into texts, analyses them by using text analytics and feeds back the analysis results to the center. It rapidly grasps audio waveforms, such as the volume level for the voices, tones and the velocity of sound, and helps call center agents respond to customer requests quickly.
If clients adopt Hyosung ITX’s xtrmSolution, they can identify enquiries, demands, complaints from customers and their emergency situations on the screen while talking with them on the phone simultaneously. Call center agents can respond based on the scripts of recommended answers by choosing major search keywords to catch the intentions of customers quickly. In this way agents can satisfy callers’ demands the first time they contact the center, and lower the rate of renewed inquiries from customers. The solution also prevents the omission of customer feedback by transforming conversation audio into a text-based database including dialogue with customers, their requests and changes in their sentiment.
“Hyosung ITX’s R&D center is steadily improving the accuracy of speech recognition, related technology and text analytics,” Hyosung Chairman Cho Hyun-joon said. “We will keep upgrading technology to provide customized and advanced customer service, and try hard to offer top-quality customer service in the industry.”
Hyosung ITX, acquired by Hyosung Chairman Cho in 2001, is being renewed as an IT specialist company to lead in the age of the fourth Industrial Revolution by growing its existing customer-service BPO (business process outsourcing) operation, accelerating the sales of storage and security solutions and implementing more system integration (SI) projects.