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i-AI KMS

AI Knowledge Platform That Understands
and Recommends Contact Center Knowledge

AI-KMS is an AI-powered knowledge search and recommendation platform that learns and analyzes
the knowledge data required for contact center operations, helping agents quickly find information and deliver accurate responses to customers.

Beyond internal knowledge, AI-KMS analyzes consultation manuals, FAQs, and case histories
to search and recommend relevant answers in real time during consultations.

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Key Features of AI-KMS

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Knowledge Learning & Search

AI learns the knowledge data needed for contact center consultations and provides accurate information.

  • · Consultation manual & FAQ learning
  • · Case-based knowledge search
  • · RAG-based AI search engine
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AI Knowledge Recommendation

Automatically recommends relevant knowledge based on customer inquiries.

  • · AI knowledge recommendation based on customer questions
  • · Automatic search for similar consultation cases
  • · Case-based response guide
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Conversational Knowledge Search Interface

Agents can quickly find the information they need through natural language queries.

  • · Chat-based AI knowledge search
  • · Conversation history management
  • · File upload-based knowledge search
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Knowledge Data Analytics

AI analyzes knowledge and question patterns to support knowledge operations.

  • · Consultation topic analysis
  • · User question keyword analysis
  • · AI unanswerable query analysis
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Knowledge Asset & Usage Monitoring

Administrators can monitor knowledge utilization and AI usage data.

  • · API usage statistics
  • · Inappropriate conversation detection
  • · Knowledge asset status management
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Generative AI Analysis Report

AI analyzes data and automatically generates key insights and actionable strategies.

  • · Executive Summary
  • · Data Analysis & Insights
  • · Risk Management & Action Plan

User Features

AI-KMS provides a conversational AI search interface
so agents can quickly find the information they need during consultations.

Agent AI Knowledge Search

Agents can quickly access consultation knowledge
through a conversational interface without complex menu navigation.

  • · Chat-based AI knowledge search
  • · Conversation history management (left panel)
  • · New chat creation
  • · Drag & drop file upload support
  • · Registered knowledge data count display

Admin Features

Administrators can manage knowledge data and AI search environments
and monitor knowledge utilization through AI-KMS.

Operations Monitoring

Administrators can observe and configure the AI knowledge operating environment.

  • · Quick search usage (Cache Hits)
  • · API usage statistics
  • · Knowledge asset status (Indexed Chunks)
  • · Sensitivity analysis status
  • · Consultation topic analysis
  • · User question keyword distribution

Admin Settings

Administrators can flexibly configure the AI knowledge search environment.

  • · System settings
  • · API Access management
  • · Chunk settings (Chunk management)
  • · Search settings
  • · Prompt settings
  • · Sensitivity analysis settings

Core Values of AI-KMS

· Maximizing Knowledge Utilization

AI analyzes consultation manuals and case histories
to quickly provide agents with the information they need.

· Improving Consultation Quality

AI-powered knowledge recommendations enhance
the accuracy and consistency of customer interactions.

· Streamlining Knowledge Operations

Analyzing knowledge data and question patterns
improves knowledge management efficiency.

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AI Copilot Consultation Support

AI Copilot analyzes voice data generated during phone consultations in real time using STT,
automatically providing consultation summaries, response recommendations, classification, and keyword analysis.
With Copilot support, agents can respond to customer inquiries more quickly and accurately.