Hyosung Chairman Cho Hyun-Joon Expands AI-Based Real-Time Speech Recognition Call Center Solution Business
Hyosung Chairman Cho Hyun-Joon Expands AI-Based Real-Time Speech Recognition Call Center Solution Business
  • 안수현 기자
    안수현 기자
  • 승인 2018.11.05 18:58
  • 댓글 0
이 기사를 공유합니다

Hyosung ITX (KRX: 094280) signed a CS infrastructure development contract with CJ Hello and built “xtrmSolution,” a system to assist a customer contact center with real-time speech recognition technology. 

xtrmSolution is an AI-based service to help call center agents provide proper answers to enquiries from consumers by performing real-time voice recognition and analysis of conversations with customers. This solution converts recorded audio of customer interactions into texts, analyses them by using text analytics and feeds back the analysis results to the center. It rapidly grasps audio waveforms, such as the volume level for the voices, tones and the velocity of sound, and helps call center agents respond to customer requests quickly. 

If clients adopt Hyosung ITX’s xtrmSolution, they can identify enquiries, demands, complaints from customers and their emergency situations on the screen while talking with them on the phone simultaneously. Call center agents can respond based on the scripts of recommended answers by choosing major search keywords to catch the intentions of customers quickly. In this way agents can satisfy callers’ demands the first time they contact the center, and lower the rate of renewed inquiries from customers. The solution also prevents the omission of customer feedback by transforming conversation audio into a text-based database including dialogue with customers, their requests and changes in their sentiment. 

“Hyosung ITX’s R&D center is steadily improving the accuracy of speech recognition, related technology and text analytics,” Hyosung Chairman Cho Hyun-joon said. “We will keep upgrading technology to provide customized and advanced customer service, and try hard to offer top-quality customer service in the industry.” 

Hyosung ITX, acquired by Hyosung Chairman Cho in 2001, is being renewed as an IT specialist company to lead in the age of the fourth Industrial Revolution by growing its existing customer-service BPO (business process outsourcing) operation, accelerating the sales of storage and security solutions and implementing more system integration (SI) projects.

경제미디어의 새로운 패러다임, 파이낸스투데이  




Fn투데이는 여러분의 후원금을 귀하게 쓰겠습니다.

삭제한 댓글은 다시 복구할 수 없습니다.
그래도 삭제하시겠습니까?
댓글 0
계정을 선택하시면 로그인·계정인증을 통해
댓글을 남기실 수 있습니다.

  • 제호 : 파이낸스투데이
  • 서울시 서초구 서초동 사임당로 39
  • 등록번호 : 서울 아 00570 법인명 : (주)메이벅스 사업자등록번호 : 214-88-86677
  • 등록일 : 2008-05-01
  • 발행일 : 2008-05-01
  • 발행(편집)인 : 인세영
  • 청소년보호책임자 : 장인수
  • 본사긴급 연락처 : 02-583-8333 / 010-3797-3464
  • 법률고문: 유병두 변호사 (前 수원지검 안양지청장, 서울중앙지검 , 서울동부지검 부장검사)
    최기식 변호사 (前 서울고등검찰청 부장검사, 대구지방검찰청 제1차장검사, 수원지방검찰청 성남지청 차장검사)
  • 파이낸스투데이 모든 콘텐츠(영상,기사, 사진)는 저작권법의 보호를 받은바, 무단 전재와 복사, 배포 등을 금합니다.
  • Copyright © 2023 파이낸스투데이. All rights reserved. mail to news1@fntoday.co.kr
ND소프트 인신위