Since the COVID-19 pandemic, the new paradigm of ‘contactless communication’ has firmly taken root in the market, increasing the demand for new operational models in traditionally phone-based call centers. Additionally, the surge in digital transformation (DX), driven by artificial intelligence (AI), mobile, and cloud technologies, has further accelerated change. Conventional call centers are now evolving into ‘AI contact centers (AICC)’, integrating all customer touchpoints and communication channels within a company and applying various IT and digital technologies to consultation services. By adopting AICC, businesses can not only improve customer consultation but also create new opportunities to accelerate cost innovation.
More recently, ‘generative AI (Gen AI),’ represented by ChatGPT, has further enhanced AICC’s functionality and efficiency. With generative AI, the intent inference accuracy of chatbot responses has significantly improved, allowing agents to easily search for relevant knowledge and even generate complete responses, providing a new user experience. This is also why the ‘stereotypical contact center’ as we know it is expected to change in the near future.
AI Chatbot
AI chatbots primarily operate based on predefined rules and scenario-based frameworks. However, to accurately understand user intent, the performance of the natural language understanding (NLU) engine is crucial. Recently, hybrid chatbots integrating generative AI have enabled more precise and natural conversations. Additionally, to reduce the initial investment burden associated with adopting multiple solutions, chatbot services are offered in a SaaS (Software as a Service) model. This allows businesses to operate their own chatbots while utilizing various management tools for customization and control. These features contribute to effective chatbot operations and enhance user satisfaction.
AI Voice Bot
AI voice bot services have advanced to a commercially viable level, driven by continuous improvements in Speech-to-Text (STT) solutions that enable more accurate speech recognition. Additionally, Text-to-Speech (TTS) technology, enhanced through deep learning, now produces more natural-sounding voices. These advancements give AI voice bots the potential to replace traditional Interactive Voice Response (IVR) systems. Implementing an AI voice bot requires a middleware solution capable of integrating and controlling existing call infrastructure and various AI solutions. Furthermore, to overcome the limitations of voice-based communication, service enhancements are underway, including the introduction of Multimodal UI for a more advanced user experience.
AI Sign Language Translation
AI technology has made significant advancements in speech and visual fields, driving innovation across various industries and introducing new customer experiences. With the implementation of the Anti-Discrimination Against Persons with Disabilities Act, there has been a rise in technology support services for individuals who have been relatively underserved. In particular, AI sign language translation services will greatly improve communication and information accessibility for individuals with hearing impairments, especially in Korea, where there is a shortage of sign language experts. Moving forward, the goal is to expand into the sign language recognition field, enabling seamless communication between individuals with and without disabilities.
DAP Gen AI Talk provides integrated services that connect proven AI chatbot solutions with Generative AI, enabling businesses to quickly create and operate new AI conversational services across various industries. With built-in NLU (Natural Language Understanding) powered by rule-based, Machine Learning (ML), and Deep Learning (DL) models, it accurately infers customer intent. Additionally, the GUI-based Chatflow solution allows anyone to easily configure chatbots, call bots, and other conversational services. Furthermore, by incorporating custom Generative AI models, businesses can leverage the platform to enable customer-friendly conversations, analyze vast internal data, generate responses, summarize documents, provide recommendations, and automate report creation.
Accurate Customer Intent Recognition
Provides precise and effective responses aligned with customer intent through hybrid NLU analysis
Easy and Fast Conversation Flow Design with Stability
Enables the creation of AI chatbot services for various business needs using a GUI-based system, allowing for quick development of new conversational services
Generative AI Integration Services
Enables the development of personalized Q&A agent services through Generative AI integration, supporting internal knowledge-based responses, document summarization, product recommendations, and casual conversations
Singlex Chatbot is a PaaS (Platform as a Service) chatbot platform built on Google Dialogflow, enhanced with best practice features verified by various clients. It minimizes IT investment costs for new chatbot implementations while allowing non-IT business users to directly develop and manage services. By utilizing the platform’s built-in features and services, clients can rapidly deploy chatbots with significant cost savings in operation. Additionally, they can adopt and apply the latest AI innovations, enabling service enhancements and driving productivity improvements.
Cloud-Based PaaS Service
A PaaS model built on Google Cloud Platform, allowing usage without constraints of time or location, with usage-based billing
Integrated Architecture with Best Practices
Applies Google Dialogflow’s natural language processing solution along with security, authentication, networking, and core functionalities, ensuring a stable and reliable service
Service Scalability
Enhances work productivity by integrating Generative AI, various Large Language Models (LLM), documents, and internal knowledge to provide optimal responses.
DAP AI Connect is a platform for seamlessly integrating and managing various AI technologies. Designed with a Microservice Architecture (MSA), it enables the efficient integration, operation, and management of diverse AI services and solutions. A key component, the Service Orchestration Engine (SOE), controls AI functions based on conversation scenarios and call contexts while specializing in real-time media data processing, including voice and video. This provides scalability and flexibility by supporting integrated service operations, solution management, and user administration.
Real-Time Multimedia Data Processing
Asynchronously distributes and processes spatially and temporally linked data, such as voice and video, ensuring fast and stable service delivery
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Integrated AI Service Operations
Enables centralized management of various AI services across multiple channels
Integrated AI Solution Operations and Monitoring
Facilitates seamless integration and management of rapidly evolving AI technologies and solutions, providing monitoring and analytics for each service and solution
FCC (Future Contact Center) Hand Talk is a Korean-to-sign language translation video generation solution that establishes an automated sign language translation system using proprietary language intelligence and vision intelligence technologies. The service is provided in collaboration with specialized companies that have sign language linguistics researchers and expert groups, ensuring high-quality translation. By applying patented proprietary technology, it enables the fast and accurate production of sign language content. FCC Hand Talk can be applied across various service platforms, including kiosks, web, apps, and QR codes for food and pharmaceuticals, significantly enhancing information accessibility for individuals with hearing impairments.
AI Sign Language Translation Service for Those with Hearing Impairments
A service designed to promote social participation for individuals with hearing impairments, available as a cloud-based API service and mobile app
Hand Talk Player
An AI sign language translation player that integrates advanced AI technology with player functionality, enhancing user experience through personalized player tools
Hand Talk Service Platform
Generates sign language avatar videos through data collection and training, delivering services across various devices via API integration
Omnichannel-Based Integrated Consultation Application
Built on a proven framework, this solution provides core consultation functions along with features for handling various customer interactions. It integrates multiple communication channels including phone calls, chat, AI consultation bots, email, and social media to establish a unified customer touchpoint architecture while supporting agent blending strategies. Additionally, it optimizes UI and UX to enable agents to focus on customer interactions, even in environments utilizing various legacy systems. By integrating Generative AI powered consultation assistance, it ensures seamless and in-depth consultations without disruption.
Generative AI Powered Consultation Assist
A consultation assist system built specifically for customer interactions, leveraging rapidly advancing Generative AI models. It analyzes customer conversations in real time and provides personalized consultation knowledge to enhance service quality. Designed with optimized features and a practical cost structure, this solution reduces workload and ensures consistent and improved consultation results without excessive cost increases. Unlike traditional systems that required frequent user training and rigid scripts for complex tasks, Generative AI powered consultation assist actively and proactively supports consultations, helping less experienced agents handle interactions more effectively.
FCC Agent Desktop is a consultation application solution designed for contact center agents and managers, providing key features such as the main consultation interface, task processing, campaigns, training, evaluations, HR, support, and forecasting. Built on a proven framework used in next-generation financial institutions, it includes standard interfaces and security features for seamless integration with various systems, delivering a customized user interface optimized for customer consultation tasks. Additionally, it integrates dispersed consultation screens into a unified omnichannel interface, allowing new communication channels to be easily added and enabling modular expansion of consultation processes.
Efficient UX/UI Design
Optimized UX/UI tailored to user work characteristics, enabling streamlined and fast task processing, enhancing user satisfaction
Customer Journey and Omnichannel-Based Consultation
Integrates consultation processes across multiple channels to deliver a customer -centric consultation service. Consultation modules are modularized, allowing easy addition of new consultation channels when needed
Consultation Assist Connection
Embeds a Generative AI-powered consultation assist solution into the consultation system, enabling one stop task execution without switching between multiple systems
FCC RT-Advisor is a consultation assist platform equipped with a Generative AI model optimized for consultations. It provides real-time consultation knowledge, enabling less experienced agents to deliver accurate information to customers with confidence. The platform also automates consultation summaries and classification, improving operational efficiency. It is fine-tuned for industry-specific knowledge, ensuring appropriate feedback for agents. Designed with a Microservice Architecture (MSA), FCC RT-Advisor allows for the seamless integration and management of various AI solutions and services. In addition to its built-in Generative AI model, it can be customized with other Generative AI models as needed.
Generative AI Consultation-Specific Model
Provides an sLLM model optimized for consultation tasks, leveraging financial knowledge and real consultation data, enabling Generative AI service operations without additional costs
Retrieval-Augmented Generation (RAG) for Consultation Assist
Enhances fast and accurate consultation support by utilizing Semantic Chunking, Multilingual Embedding, and Re-Ranking technologies
Generative AI Integrated Services
Integrates Generative AI to support client inquiry response scripts, consultation summaries, and product recommendations, delivering practical and effective customer consultation services
SaaS-Based Cloud Contact Center
The cloud contact center provides agents with a web-based interface, enabling flexible communication with customers from any location. For businesses, it offers reduced initial investment costs, easy scalability, and real-time data analysis to enhance efficiency. Customers benefit from fast and consistent support across multiple channels, leading to improved satisfaction. Additionally, cutting-edge technologies such as AI can be seamlessly integrated, enabling automated customer interactions, predictive analytics, and personalized service delivery, ultimately enhancing the experience for both agents and customers.
IaaS/PaaS-Based Cloud Contact Center
While CCaaS solutions enable rapid deployment and real-time consultation status tracking for global enterprises, storing data in a public cloud raises security concerns, and SaaS solutions have limitations in accommodating specialized environments. To address these challenges, businesses can adopt customized IaaS/PaaS solutions with a usage-based pricing model. This approach combines the advantages of cloud and on-premise environments, delivering a flexible and secure solution.
LG CNS has established partnerships with global enterprises in the fields of CCaaS and Customer Experience Management (CXM), actively operating its business both domestically and globally. Genesys Cloud, Amazon Connect, and Bright Pattern are already recognized as top-tier global CCaaS solutions, with a strong presence in the domestic market. Additionally, LG CNS is collaborating with MS D365 Customer Service and Sprinklr Service, both of which are emerging leaders in the CCaaS sector, leveraging CXM’s powerful capabilities to expand into both domestic and international markets.
Amazon Connect: Flexible CCaaS Solution
A cloud-based (AWS) contact center solution with easy configuration and scalability
MS D365 Customer Service: Comprehensive Customer Service Platform
Provides customized services and enhanced efficiency for integrated customer data management through Azure connectivity
Sprinklr Service: Consistent Omnichannel Experience
An AI-powered platform that integrates voice, digital, and social channels, redefining customer service
To implement CCaaS optimized for client environments, LG CNS provides end-to-end solutions, including architecture design, custom-built IPCC/AICC solutions, and service operations. This enables clients to perform extensive customization that SaaS solutions cannot easily accommodate, while operating contact center services securely within a fully client-dedicated, cloud-based, security-enhanced environment. Additionally, by adopting a subscription-based or usage-based pricing model, clients can reduce the burden of initial investment costs.
Establish Client-Customized Architecture/Solution
Designs and implements an optimized architecture and tailored solutions for clients in private or public cloud environments
Client-Dedicated Managed Services
When additional operational support is needed, LG CNS Managed Services provides dedicated operational support for clients
Usage-Based, Subscription-Based Services
To reduce the burden of initial investment costs, clients can choose a usage-based subscription pricing model for the solutions and resources they have invested in
