Value Beyond Consultation, A New Standard for Customer Experience Driving Business Growth

MegazoneCloud AICC is an End-to-End integrated platform that supports everything from establishing an AI adoption roadmap tailored to operational stages, data structures, and inquiry characteristics to building and operating functions such as chatbots and callbots, to transform corporate customer centers into AI-Native Contact Centers.

What problems is our customer center facing now?

Excessive Repetitive Inquiries → Increased Consultation Load

FAQ and routine tasks account for 60-80% of all inquiries, intensifying the shortage of consultation resources.

Limitations of Existing Chatbots

Customer experience is limited due to lack of natural language understanding, insufficient document-based responses, and inability to handle multiple intents.

Data & Channel Disconnection

Consultation, conversation, document, and customer information are separated, reducing operational efficiency and analysis accuracy.

Lack of Agent Support Functions

Consultation processing speed does not improve due to the absence of summarization, knowledge search, and ACW automation.

Here is how AICC solves it.

Amazon Connect-based AI Contact Center resolves complex operations, unstable consultation quality, and increasing cost issues with a single platform based on cloud, AI, and automation.

Expansion of AI-based Auto-response & Self-Service
Significantly reduces the workload for agents by automatically processing repetitive and simple inquiries with AI FAQs, chatbots, and voice bots. Wait times, churn rates, and consultation loads naturally decrease.
GenAI-based NLU & Advanced Response Quality
By providing Bedrock-based LLM chatbots/Agents rather than simple rule-based ones, document-based responses, context inference, and multi-intent processing become possible. Minimizes the customer experience of thinking "This won't be solved by a chatbot".
Integration of Consultation, Conversation, Customer, and Document into Single Data
By integrating consultation voice/document/CRM records/QA data around Amazon Connect, operational efficiency and analysis accuracy are significantly improved compared to before. Customer journey-based analysis and KPI dashboards are also automatically generated.
Real-time Agent Support & Task Automation Functions
Agents no longer need to remember everything. AI real-time response guides, automated summarization (Call Summary), knowledge search automation, and ACW automated processing functions simultaneously boost consultation speed and quality.

For AI adoption, ‘Step-by-Step Transition’ increases the success rate.

Establishing Rule-based Automation

Secure AI adoption foundation by stably automating tasks requiring accuracy such as rates, policies, and inquiries

Applying Bedrock-based GenAI

Expand natural language understanding, document-based responses, and multi-intent processing

Advancing Agent Support (Guidebot)

Maximize consultation productivity with real-time answer recommendations, knowledge search, and terms summarization

Introducing Callbot

Automatically process voice-based inquiries → Reduce contact center load

CRM & AICC Integration

Complete AI-Native Contact Center where the entire customer center operates around AI

AI Contact Center is most effective not when building all functions at once, but when expanding step-by-step according to the company's operational maturity and data structure.

Provided Services

Key Functions Completing AI Contact Center

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AI Chatbot (Rule-based + GenAI)

Standardized rates, policies, and reception tasks are accurately processed with Rule-based scenarios, while complex queries, document-based responses, and multi-intent processing are naturally understood by Bedrock-based GenAI.

Natural Language Understanding (NLU)
Document-based Search/Summarization (RAG)
Multi-intent Analysis
Automation of Rates, Policies, Inquiries, Reception, etc.
ERP/Delivery/Settlement API Integration

Chat Counseling

Advances the consultation flow between customers and agents based on AI, from chat entry to assignment, consultation, transfer, and post-processing.

Entry/Wait/Assignment/Transfer
Auto-linkage of Customer Info, Conversation, Tickets
AI Summarization, Auto-classification, Intent Analysis
Web/App/Messenger Integration

AI Guidebot (Agent Support)

A consultation assistant solution where AI finds and provides necessary information in real-time without the agent needing to analyze the conversation.

Answer Recommendation based on Conversation Analysis
KMS-based Knowledge Search
Auto-summarization of Terms & Policies
Automated ACW (Post-processing Auto-generation)

AI Callbot (Voice Auto-response)

Automatically processes voice-based inquiries and pre-processes key information before connecting to an agent, significantly reducing contact center load.