AICC
AI-Powered Intelligent Contact Center Platform
AI Contact Center
UBiCUS AICC is an intelligent contact center platform that leverages AI technology
to simultaneously provide customer consultation automation and consultation support.
AI analyzes and processes consultation data in real time across various customer touchpoints
such as phone, chat, and web, enhancing agent productivity and improving customer experience.
UBiCUS AICC is built around core AI modules including AI Bot · AI Copilot · AI-KMS · AI-QA,
delivering customer consultation automation · agent support · knowledge-based
consultation environment
· consultation quality assessment automation all within a single platform.
AI Bot automatically handles customer inquiries,
AI Copilot supports agents in their consultation tasks,
AI-KMS registers, searches, and recommends consultation knowledge,
and AI-QA quantitatively automates
agent quality assessments to efficiently support contact center management and operations.
Through this, AI handles repetitive routine tasks
while agents can focus on more complex and critical customer consultations.
AICC Core Components
UBiCUS AICC consists of the following 4 core AI modules.
AI Bot is an AI-powered consultation service
that automatically handles customer inquiries.
AI Voice Bot and AI Chat Bot understand customer intent
through natural language processing and conduct consultations when customers reach out via phone or chat channels.
AI Bot automatically handles repetitive routine inquiries,
reducing consultation wait times and easing agents' workload.
- · 24/7 AI Customer Consultation Service
- · AI Voice Bot · AI Chat Bot Support
- · Natural Language-Based Consultation Processing
- · Complex Complaint Consultation Handling
- · Integration with ERP · CRM and Other Business Systems
allowing agents to focus on more complex customer consultations.
AI Copilot is an intelligent consultation support AI
that assists agents during consultations.
While agents conduct consultations with customers, AI Copilot analyzes
the conversation in real time, providing features such as consultation summaries, type classification, and response recommendations.
This enables agents to respond to customer inquiries more quickly
and maintain consistent consultation quality.
- · Real-time Consultation Conversation Analysis
- · Automatic Consultation Summary Generation
- · Automatic Consultation Type Classification
- · Consultation Response Recommendations
- · Sensitive Issue Detection
AI-KMS is an AI-powered knowledge platform that
searches and recommends contact center consultation knowledge.
AI learns from internal company knowledge · consultation manuals · FAQs · consultation cases,
and more to help agents quickly find the information they need.
Leveraging LLM and RAG-based technology, it enables
context-based knowledge search rather than simple keyword search.
- · RAG-Based Intelligent Knowledge Search
- · Conversational Instant-Response Q&A
- · Integrated Knowledge Asset Building and Management
- · Real-time Consultation Insight Analysis
- · Generative AI Analysis Reports
and improve the accuracy of their responses.
AI-QA is an AI-powered quality assessment service that
quantitatively automates consultation quality evaluation.
It provides QA automation functionality where AI evaluates
all consultations and connects through to improvement.
This reduces consultation quality variance
and improves evaluation coverage and QA manager work efficiency.
- · Full Automated Evaluation (Automatic quality assessment for all calls · chats)
- · Real-time Quality Risk Detection During Consultation
- · Immediate Evaluation Result Generation After Consultation Ends
- · Automatic Quality Score Calculation per Agent
- · Automatic Identification of Top Performers · Improvement Targets
AICC Consultation Support Structure
UBiCUS AICC connects AI Bot · AI Copilot · AI-KMS · AI-QA in an integrated manner
to provide automation for customer consultation · consultation support · consultation quality assessment.
When customers submit inquiries through various channels such as phone · chat · web, AI Bot handles the inquiry first.
AI Bot understands the customer inquiry and conducts the consultation, automatically processing simple repetitive inquiries.
If the inquiry is complex or requires additional consultation, an agent takes over the conversation.
While agents conduct customer consultations, AI Copilot analyzes the conversation in real time.
AI Copilot analyzes the consultation dialogue to generate summaries, classify consultation types, and provide
agents with the information they need. During this process, AI Copilot integrates with AI-KMS
to search for the knowledge required for the consultation.
AI-KMS provides agents with appropriate response information
based on internal company knowledge · consultation manuals · FAQs · consultation cases.
Agents can leverage the information provided by AI Copilot and AI-KMS to respond to customer inquiries
more quickly and accurately. Through this structure, UBICUS AICC can simultaneously achieve
customer consultation automation and agent support.
AICC Consultation Flow
The consultation flow of UBiCUS AICC
consists of the following steps.
Customer Inquiry
Received
Customers submit inquiries through various channels such as phone · chat · web · mobile.
AI Bot
Auto Response
AI Bot analyzes the customer inquiry and automatically conducts the consultation.
Agent
Connection
If the customer inquiry is complex, the consultation is transferred to an agent.
AI Copilot
Consultation Support
AI Copilot analyzes the consultation content and provides consultation summaries · type classification · response recommendations.
AI-KMS
Knowledge Search
AI-KMS searches consultation knowledge and cases to provide agents with the information they need.
AICC Expected Benefits
Through UBiCUS AICC, contact centers can
expect the following benefits.
· Consultation Automation
AI Bot automatically handles repetitive routine consultation inquiries,
improving overall consultation efficiency.
· Improved Consultation Work Efficiency
AI Copilot supports consultations,
reducing agents' workload and improving consultation speed.
· Enhanced Consultation Quality
AI-KMS enables systematic use of consultation knowledge,
improving the accuracy and consistency of consultation responses.
· Improved Customer Experience
Through AI-powered consultation automation and support features,
customer service quality and satisfaction can be enhanced.
UBiCUS AICC is an AI-powered intelligent contact center solution that,
based on AI Bot · AI Copilot · AI-KMS · AI-QA, delivers customer consultation automation · consultation support · knowledge-based consultation environment · consultation quality assessment automation all within a single platform.
It simultaneously improves consultation efficiency and quality through AI technology,
supporting smarter contact center operations for businesses.
Through this, contact centers can improve both consultation efficiency and customer experience simultaneously.
· AICC Implementation Effects
Before Implementation
- ✓ Reliance on Agent Workforce
- ✓ Long Wait Times
- ✓ Consultation Quality Variance
- ✓ Manual Post-Analysis
- ✓ Simple Call Center
After Implementation (AICC)
- ✓ AI First-Level Auto Response
- ✓ Minimized Wait Times
- ✓ Standardized via AI Assist
- ✓ Real-time Automatic Analysis
- ✓ Data-Driven Intelligent Center
Recommended AICC Targets
UBiCUS AICC can be utilized across a wide range of industries that require customer consultation.
Through AI Bot · AI Copilot · AI-KMS · AI-QA,
it simultaneously provides customer consultation automation and consultation support automation.
