AI Contact Center Quality Improvement
Will & Vision, a call center and business process outsourcing (BPO), announced on the 2nd that it has signed a strategic technology collaboration with Mindware Works, a company specializing in artificial intelligence (AI). With this collaboration, Will & Vision plans to upgrade its AI call center service.
Mindware Works is a company that has been proven to develop AI solutions for 10 years in areas where accuracy and security are important, such as finance and public. It has supplied more than 50 million chatbots and 3,000-seat AI Contact Center (AICC) solutions to more than 60 companies and institutions in Korea and Japan. Based on Mindware Works' proven technology, Will & Vision plans to actively introduce Generative AI into the center's operation to fully upgrade its existing solutions.
The most anticipated part of this advancement is the breakthrough change in Will & Vision's own solution, 'Counseling Assistance'. Beyond providing simple information, several AI agents are organically combined to understand questions, search for information, write answers, and verify results.
Based on this mid- to long-term investment, Will & Vision plans to further improve the service quality of nine AI contact centers nationwide, including Yeongdeungpo Thinking Factory and Triplex in Seoul. As chatbots and voicebots handle simple and repetitive inquiries without a gap 24 hours a day, professional counselors can focus on more careful customized care, which is expected to increase customer satisfaction.
"Internalizing Generative AI throughout customer service is the strongest driver to drive a company's future competitiveness in a business environment with increased uncertainty," said CEO Lee Jae-hak of Will & Vision. "We will provide customized smart AICC services that can reduce the burden of CS operations on customers and maximize customer experience (CX) by steadily upgrading our solutions through continuous investment."
