Enterprise-Grade Customer Experience Platform with Proven Scale
The CX Challenge Landscape
Modern businesses face five critical challenges in delivering exceptional customer experiences:
Basic Operations Setup
Establishing foundational infrastructure that can handle multi-channel customer interactions while maintaining consistency and reliability across all touchpoints.
Operational Efficiency Improvement
Streamlining processes to handle increasing customer interaction volumes without proportional increases in operational costs or resource requirements.
CSAT ＆ Quality Improvement
Maintaining consistently high service quality across all customer interactions while scaling operations and managing diverse customer needs.
Resource Management Workload Reduction
Minimizing management overhead and administrative burden while maintaining operational excellence and strategic oversight.
Revenue Growth
Converting customer interactions into revenue opportunities through intelligent upselling, cross-selling, and customer lifetime value optimization.
Three-Pillar Technology Architecture for CX Excellence
Front Function: User Support Excellence
The front-end pillar focuses on direct customer-facing technologies that create seamless, intelligent interactions across all communication channels:
Multi-Channel Integration Infrastructure:
- Call System
- CRM/CTS
- Multi Channel System
Self-Service and Automation:
- Voice IVR & Visual IVR
- Chat Bot
- Voice Bot
Global Communication Capabilities:
- Translation
- Survey/Knowledge DB
Backend Function: Operational Support Excellence
The backend pillar provides the operational intelligence and automation necessary for efficient, scalable customer experience delivery.
Quality Management and Monitoring:
- Auto QA
- VOC Analysis
- Answer Suggestion
- Emotion Detect
Operational Intelligence:
- Auto Log
- FAQ Creation
- WFM System
- Dashboard
Training and Development:
- Tutor / Role Playing
- Voice Recognition
Sales Function: Revenue Growth Engine
The sales-focused pillar leverages AI and analytics to optimize every stage of the customer acquisition and retention journey.
Marketing Intelligence and Analytics:
- Ad Analysis
- CMS (Content Management System)
- Data Collection
Creative and Content Automation:
- Design Generation
- Video Generation
- Reply Server
Engagement Optimization:
- Social Listening
- AI Active Support
Success Stories
Auto QA
AI-Powered Quality Management Excellence
Over 50% reduction in complaint rates
For a leading vacuum manufacturer, our China operations implemented AI-driven quality management automation in a 300-agent contact center. The results were impressive: 100% call monitoring coverage through full automation and over 50% reduction in complaint rates, significantly enhancing customer satisfaction.
Auto QA & Answer Suggestion
Innovating Through AI Process Automation
69% management workload reduced
In Japan, we've achieved notable success in multiple areas:
- Quality assessment automation reduced management workload by 69%, cutting processing time from 900 to 300 seconds
- AI-driven knowledge generation led to a 40-second reduction in Average Handle Time (AHT)
- Process automation for a leading housing manufacturer saved 280 hours monthly within the first month of deployment
Chat Bot
Enhancing Self-Service Capabilities
Approx. 48% of incoming calls automatically resolved
Our implementation of an AI chatbot system using Kakao Chat, combined with Visual IVR, has transformed customer service for one of the leading manufacturers. The system successfully handles 47.9% of all incoming inquiries through self-service, demonstrating the power of AI in enabling customer autonomy.
Voice Bot & Voice IVR
Cost Optimization Through Human-AI Collaboration
Achieved 60% cost reduction
Working with a major global smart device manufacturer, we implemented a comprehensive AI solution including voice bots, analytics, and process automation. This strategic implementation resulted in over 60% cost reduction within just three months of deployment.