MegazoneCloud builds industry-first AICC for Kakao Style

• Realized seamless transition in just 1 month through parallel operation with existing system...Industry first in fashion and beauty platform sector
• Achieved reduced customer wait time and improved consultation quality based on AI and automation

Megazone Cloud (CEO Yom Dong-hoon), a leading AI and cloud company, successfully built an industry-first Amazon Web Services (AWS)-based next-generation AI Contact Center (AICC) for Kakao Style, which operates a fashion and beauty platform.

By building a cloud-based AICC, Kakao Style adopted a usage-based billing system and reduced operational costs by approximately 40% compared to the existing system. In particular, even during situations where traffic surges due to seasons and events, AWS's flexible system scalability enables stable service provision.

This project was built by Megazone Cloud through Amazon Connect, AWS's AICC service. Amazon Connect provides advanced AI features such as voice and chatbot IVR (Interactive Voice Response), agent support, call summarization, and real-time sentiment analysis by leveraging AI and machine learning-based capabilities. With automated information provision and task processing throughout the consultation process, consultation time is further shortened, and AI can quickly provide optimal answers to frequently repeated questions or simple inquiries, significantly improving consultation quality.

Kakao Style operates fashion and beauty commerce platforms including Zigzag and Posty, and needed to effectively manage over 10,000 customer inquiries per day and customer inquiries flowing from 4 or more channels including apps, web, messenger, and phone. Accordingly, Kakao Style pursued a transition to a cloud-based AICC that could simultaneously meet rapid implementation and stable operational transition for customer experience innovation.

Megazone Cloud established a close collaboration system with Kakao Style from the initial stages of the project and completed system construction in just 1 month by conducting requirements definition, design, development, testing, and transition in parallel. By operating in parallel with the existing system, seamless transition was realized, minimizing customer inconvenience, and through this, Kakao Style customers can easily use the new AICC-based service.

Operational efficiency was also greatly improved. Megazone Cloud built an environment where AICC operators can directly design and modify dashboards and IVR scenarios to immediately apply necessary improvements, and by linking with the existing CRM system, enabled all customer communication channels including phone, text, chat, and email to be handled in a single integrated system, reducing consultation processing time.

Kim Jae-yoon, Service Operations Team Lead at Kakao Style, said, "Kakao Style is a pioneer in full-scale AICC adoption in the industry, and we wanted to implement not just a simple call center but a data-driven customer experience (CX) innovation model. Through collaboration with Megazone Cloud, we were able to achieve all three aspects of rapid verification, stable construction, and seamless transition, and we expect this project to become a representative case of future AI-based customer experience advancement."

Jin-soo Lee, Unit Manager of Megazone Cloud's AI Communication Service, said, "This project is not just a simple contact center replacement, but an industry-first case of seamlessly transitioning a customized next-generation AICC reflecting Kakao Style's actual operational environment and requirements in just 1 month. Based on this achievement, we will expand AICC to various industries including finance, retail, and manufacturing, and contribute to cost reduction, service quality improvement, and creation of enhanced customer experience."

Megazone Cloud is a leading AI and cloud-native company with approximately 2,000 cloud and AI technology experts, and is a digital transformation (DX) partner for over 8,000 domestic and international customers. Based on strategic partnerships with major global and domestic cloud service providers (CSPs), it supports customer innovation and growth through approximately 150 ISV partners and self-developed cloud, AI, and security solutions. Under the vision of 'Transform, Tomorrow, Together,' the company is creating future competitiveness for customers through technology, data, and the passion of its employees. Megazone Cloud operates local subsidiaries in 9 countries including Korea, North America, Japan, Southeast Asia, and Oceania, and is growing together with customers as a global partner.