transcosmos Introduces AI Contact Center Service in Korea, Integrating AI into Customer Consultation Processes
transcosmos has launched its "AICC (AI Contact Center) Service Model" in Korea, systematically integrating proprietary AI technology across four stages of customer consultation from initial inquiries to post-consultation data analysis. This initiative aims to enhance operational efficiency, reduce operator workload, and improve customer experience, with plans for further expansion into Japan, China, and Malaysia.
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- 📰 Published: April 27, 2026 at 20:00
- 🔍 Collected: April 27, 2026 at 11:31
- 🤖 AI Analyzed: April 28, 2026 at 02:22 (14h 50m after Collected)
transcosmos has introduced its "AICC (AI Contact Center) Service Model" in its contact center services in Korea, optimizing the entire customer consultation process from inbound calls to post-consultation data analysis. This model is systematized into four stages: "AI processing simple inquiries," "AI guide supporting operators," "AI summarizing and organizing consultation content," and "Monitoring and VOC analysis," with proprietary AI technology solutions implemented and linked at each stage.
In the first process, "AI processing simple inquiries," AI solutions such as trans-AI Voicebot and trans-AI Chat handle simple inquiries. They respond to customer inquiries 24/7, reducing the number of connections to operators and shortening customer waiting times. At office furniture manufacturer Company A, after the introduction of trans-AI Chat, the operator connection rate decreased by 19 points, from 32% to 13%. By having AI handle simple inquiries first, operators can concentrate on more complex and specialized consultations.
Next, at the stage where operators respond to customer inquiries, AI functions as a support, providing real-time guidance. Utilizing real-time consultation guides from the voice recognition solution transpeech and knowledge information from trans-AI KMS, operators can respond to customer inquiries quickly and accurately. Additionally, by utilizing the virtual consultation role-play function of trans-AI Tutor, new operators can gain sufficient practical experience before handling customer consultations and adapt stably to the field. At insurance company Company B, for difficult financial service consultations such as cancellations and loans, by pre-learning high-frequency patterns, new operators quickly gained proficiency, reduced psychological burden, and achieved a 5% improvement in turnover rate.
After the consultation ends, AI automatically summarizes and organizes the consultation content. trans-AI Assist helps operators concentrate on their core tasks by reducing the time required for classifying and organizing consultation content. At mobility company Company C, which introduced trans-AI Assist, the post-processing time per consultation was reduced from an average of 5 minutes to 1 minute, and the response rate improved by 35 points, from the traditional 50% to 85%, significantly improving productivity. Furthermore, systematic history management based on AI made it possible to grasp customer opinions more clearly.
In the final "Monitoring and VOC analysis" stage, trans-AI QA automatically evaluates consultation quality. At distribution company Company D, which introduced trans-AI QA, the evaluation base for consultations expanded approximately 620 times, ensuring objectivity and reliability of evaluations. In addition, trans-AI cVOC and trans-AI eVOC precisely analyze not only customer consultation data but also product reviews and social data. The insights derived from this process support important decision-making for client companies, including improving products and services, creating new business opportunities, and formulating marketing strategies.
The AICC service model provided by transcosmos in Korea aims to improve consultation efficiency and customer experience by organically linking the entire customer consultation process, while also securing business insights for client companies. Moving forward, transcosmos will further develop its AI technological capabilities, establish new standards in customer consultation, and expand into markets not only in Korea but also in Japan, China, and Malaysia.
In Korea, transcosmos utilizes its unique AI technology to support the planning and execution of AI Transformation in the CS domain for its client companies. By incorporating generative AI and advanced data analysis technologies into business, it supports operational innovation at customer contact points, offering optimized customized solutions across various business domains including CS (centered around AICC), IT, marketing, EC (e-commerce), FS (field services), and education (Class Cloud). Currently, with approximately 10,000 employees, transcosmos contributes to cost optimization, sales expansion, productivity, and CS improvement for over 350 client companies in Korea.
In the first process, "AI processing simple inquiries," AI solutions such as trans-AI Voicebot and trans-AI Chat handle simple inquiries. They respond to customer inquiries 24/7, reducing the number of connections to operators and shortening customer waiting times. At office furniture manufacturer Company A, after the introduction of trans-AI Chat, the operator connection rate decreased by 19 points, from 32% to 13%. By having AI handle simple inquiries first, operators can concentrate on more complex and specialized consultations.
Next, at the stage where operators respond to customer inquiries, AI functions as a support, providing real-time guidance. Utilizing real-time consultation guides from the voice recognition solution transpeech and knowledge information from trans-AI KMS, operators can respond to customer inquiries quickly and accurately. Additionally, by utilizing the virtual consultation role-play function of trans-AI Tutor, new operators can gain sufficient practical experience before handling customer consultations and adapt stably to the field. At insurance company Company B, for difficult financial service consultations such as cancellations and loans, by pre-learning high-frequency patterns, new operators quickly gained proficiency, reduced psychological burden, and achieved a 5% improvement in turnover rate.
After the consultation ends, AI automatically summarizes and organizes the consultation content. trans-AI Assist helps operators concentrate on their core tasks by reducing the time required for classifying and organizing consultation content. At mobility company Company C, which introduced trans-AI Assist, the post-processing time per consultation was reduced from an average of 5 minutes to 1 minute, and the response rate improved by 35 points, from the traditional 50% to 85%, significantly improving productivity. Furthermore, systematic history management based on AI made it possible to grasp customer opinions more clearly.
In the final "Monitoring and VOC analysis" stage, trans-AI QA automatically evaluates consultation quality. At distribution company Company D, which introduced trans-AI QA, the evaluation base for consultations expanded approximately 620 times, ensuring objectivity and reliability of evaluations. In addition, trans-AI cVOC and trans-AI eVOC precisely analyze not only customer consultation data but also product reviews and social data. The insights derived from this process support important decision-making for client companies, including improving products and services, creating new business opportunities, and formulating marketing strategies.
The AICC service model provided by transcosmos in Korea aims to improve consultation efficiency and customer experience by organically linking the entire customer consultation process, while also securing business insights for client companies. Moving forward, transcosmos will further develop its AI technological capabilities, establish new standards in customer consultation, and expand into markets not only in Korea but also in Japan, China, and Malaysia.
In Korea, transcosmos utilizes its unique AI technology to support the planning and execution of AI Transformation in the CS domain for its client companies. By incorporating generative AI and advanced data analysis technologies into business, it supports operational innovation at customer contact points, offering optimized customized solutions across various business domains including CS (centered around AICC), IT, marketing, EC (e-commerce), FS (field services), and education (Class Cloud). Currently, with approximately 10,000 employees, transcosmos contributes to cost optimization, sales expansion, productivity, and CS improvement for over 350 client companies in Korea.