Unleash AI for CX Innovation, AICC opens the future of customer experience.

AI-Native Amazon Connect-based AICC integrates all customer touchpoints into one seamless experience. GenAI automation and cloud infrastructure provide a new consultation experience that executes the entire customer center process faster and more accurately.

AI Contact Center

Overview Awards Case Stories Insights FAQ

40%+0%+

Cost Reduction

50%+0%+

Increase in Customer Satisfaction Score

60%0%

Reduction in Call Volume

15%0%

Reduction in Mean Time to Resolution

10%0%

Increase in AI-driven Customer Satisfaction

Customer Success Story Online Fashion Commerce (K Company)

Maximizing Consultation Operational Efficiency
Through Cloud-Based AICC Transition

By converting the existing on-premise based customer center to an Amazon Connect-centered AICC structure, we simultaneously improved consultation costs and operational efficiency. The entire process from consultation intake to processing has been standardized by integrating ticket, call, and chat flows.

40%+0%+

Total Cost Reduction

15%+0%+

Monthly Usage Fee Reduction

Customer Success Story Global Online Retailer (A Company, Australia)

Strengthening Customer Center Stability
Through Emergency Recovery System Adoption and Amazon Connect Reorganization

We improved the consultation center suspension problem caused by existing system failures with an Amazon Connect-based DR environment, and established a stable global CS operation system by reorganizing operational functions such as reports, TTS, and schedule management.

Speed↑

Improved Failure Response Speed

Time↓

Reduced Downtime

Automation

Automated Schedule Management

Customer Success Story Global Logistics & Delivery (H Company)

Improving Delivery/Reservation Inquiry Processing Quality
Through GenAI-Based Automation

By introducing GenAI chatbots and Agent Workflow, we automated key inquiries such as delivery tracking, reservation changes/cancellations, and VOC reception. CS quality and consultation efficiency have significantly improved as customer utterance understanding accuracy and automatic processing scope have expanded.

Processing Rate↑

Increased Automated Processing Rate for Repetitive Inquiries

Ratio↓

Reduced Consultation Transfer Ratio

Response Quality↑

Improved Customer Response Quality

Customer Success Story Online Fashion Commerce (K Company)

Maximizing Consultation Operational Efficiency
Through Cloud-Based AICC Transition

40%+0%+

Total Cost Reduction

15%+0%+

Monthly Usage Fee Reduction

AIR Connect

AIR Connect is a CTI infrastructure based on Amazon Connect that provides core features necessary for contact center operations including inbound/outbound voice calls, skill-based routing, IVR and business hours policies, call recording and monitoring. Users can perform functions such as login, status changes, and number input through a browser-based Softphone, and it supports STT/TTS-based automation features and various AI service extensions. Additionally, it provides an environment for intelligently managing the entire voice consultation process, including intent analysis-based automatic routing, integrated history inquiry, outbound automation, and SMS/LMS/MMS transmission capabilities.

All-in-One Interaction Hub

All-in-One Interaction Hub integrates AIR Connect, Zendesk, Salesforce, and other CRMs along with web and app-based in-app chat into a single Interaction Layer. All customer inquiries are handled based on the same CRM context and routing policies regardless of channel, and it unifies CRM-centered consultation workflows through CTI Popup, automatic customer information loading, automatic ticket creation, and integrated history inquiry.

Guidebot (AI Customer Service Assistant)

Guidebot is an AI assistant that supports counselors' real-time work performance. It analyzes customer conversations and automatically recommends appropriate answers, policies, and scripts. Through features such as KMS-based document search, automatic summarization of terms and policies, and context-based information provision, you can maintain uniform counseling quality. It supports Automated ACW generation after the end of counseling, reducing the post-processing burden on counselors and providing an environment where new counselors can respond with the same quality.

AIR Connect Portal

AIR Connect Portal is a single counseling portal optimized for Korean customer center operations, integrating counseling screens, tickets, customer information, and call control functions into one UI. You can check counseling status, queues, counseling history, and customer context in real-time, and it also supports Agent Presence Monitoring and dashboard-based operational management. Including automatic summarization, ACW, KMS integration, and AI Guidebot recommendation features, it configures a highly complete AICC operational environment that enhances counseling productivity and operational efficiency.

Chatbot (Rule-based & GenAI)

Chatbot combines Rule-based automation and Bedrock-based GenAI response to handle everything from structured tasks to complex inquiries. Rule-based handles tasks requiring accuracy such as fees, policies, and inquiries, while GenAI is optimized for document-based search, summarization, and natural language query processing to provide flexible conversations. Additionally, through the Chat Counseling feature, you can manage intake, waiting, assignment, counseling, and follow-up all in one screen, significantly improving counseling efficiency.