AICC
AI-Based Intelligent Contact Center Platform
AI Contact Center
UBICUS AICC is an intelligent contact center platform that simultaneously provides
customer consultation automation and consultation support based on AI technology.
By analyzing and processing consultation data occurring at
various customer touchpoints such as Phone · Chat · Web in real-time using AI,
it increases agent work efficiency and improves customer experience.
UBICUS AICC is centered around core AI modules such as
i-AI Bot · i-AI Copilot · i-AI KMS · i-AI QA,
and provides automation of customer consultation tasks
· agent support tasks · knowledge-based consultation environments
· automation of consultation quality evaluation in a single platform.
AI Bot automatically processes customer inquiries,
AI Copilot supports the consultation tasks of agents,
i-AI KMS registers · searches · recommends consultation knowledge,
and i-AI QA efficiently supports contact center management
and operation by quantitatively automating agent quality
Through this, AI handles simple repetitive tasks,
allowing agents to focus on more complex and important customer consultation tasks.
Core Components of AICC
UBICUS AICC consists of the following 4 core AI modules.
AI Bot is an AI-based service that
automatically handles customer inquiries.
When a customer reaches out through phone or chat channels,
AI Voice Bot and AI Chat Bot understand the customer's
intent using natural language processing and respond accordingly.
AI Bot automatically handles simple, repetitive inquiries,
reducing customer wait times and easing the workload of agents.
- · 24-hour AI customer consultation service
- · Support for AI Voice Bot · AI Chat Bot
- · Consultation processing based on natural language
- · Processing of complex civil complaints
- · Interworking with business systems such as ERP · CRM
allowing agents to focus on more complex interactions.
AI Copilot is an intelligent support
AI that assists with agent tasks.
While an agent is interacting with a customer,
AI Copilot analyzes the interaction in real time
and provides features such as interaction summaries,
interaction type classification, and response recommendations.
This enables agents to respond to customer inquiries more quickly
and maintain consistent consultation quality.
- · Real-time analysis of interaction dialogue
- · Automatic generation of interaction summaries
- · Response recommendations
- · Consultation Response Recommendations
- · Detection of sensitive issues
AI-KMS is an AI-based knowledge platform
that searches and recommends contact center knowledge.
AI learns from internal corporate knowledge, manuals,
FAQs, and past cases to help agents quickly find the information they need.
By leveraging LLM and RAG-based technology,
it enables context-based knowledge search beyond simple keyword matching.
- · RAG-based intelligent knowledge search
- · Interactive real-time Q&A
- · Integrated knowledge asset management
- · Real-time interaction insight analysis
- · Generative AI-driven analytics reports
information and enhances the accuracy of customer responses.
AI-QA is an AI-based quality evaluation service
that automates and quantifies interaction quality assessment.
AI evaluates all interactions and provides
QA automation capabilities that connect evaluation results to continuous improvement.
This helps reduce variations in service quality,
prevent missed evaluations, and improve the efficiency of QA managers.
- · Fully automated evaluation (automatic quality assessment of all calls and chats)
- · Real-time quality risk detection during interactions
- · Immediate generation of evaluation results after interactions end
- · Automatic calculation of quality scores by agent
- · Automatic identification of top performers and improvement targets
AICC Consultation Support Structure
UBICUS AICC provides automation for customer interactions,
agent support tasks, and quality evaluation through the integration of AI Bot,
AI Copilot, AI-KMS, and AI-QA.
When a customer makes an inquiry through various channels such as phone,
chat, or web, AI Bot handles the inquiry first.
It understands the customer’s intent, responds accordingly,
and automatically processes simple, repetitive requests.
If the inquiry is complex or requires further handling,
it is seamlessly transferred to an agent.
While the agent interacts with the customer, AI Copilot analyzes the interaction in real time.
It generates summaries, classifies interaction types,
and provides relevant information to support the agent.
During this process, AI Copilot works with AI-KMS to retrieve the knowledge needed.
AI-KMS delivers appropriate responses based on
internal corporate knowledge, manuals, FAQs, and past cases.
By leveraging insights from AI Copilot and AI-KMS,
agents can respond more quickly and accurately.
Through this integrated structure, UBICUS AICC enables both
interaction automation and effective agent support simultaneously.
AICC Interaction Flow
The interaction flow of UBICUS AICC
consists of the following steps.
Customer Inquiry
Initiation
Customers reach out through diverse channels including Voice, Chat, Web, and Mobile.
AI Bot
Auto Response
AI Bot analyzes the inquiry and provides automated, real-time responses to the customer.
Seamless Agent
Transfer
Complex inquiries are seamlessly routed to a live agent for expert, personalized support.
AI Copilot
Interaction Support
AI Copilot analyzes the live interaction to provide automated summaries, topic classification, and response recommendations.
AI-KMS
Knowledge Retrieval
AI-KMS instantly retrieves relevant knowledge and past cases to provide agents with the information they need.
AICC Expected Benefits
UBICUS AICC delivers the following
strategic values to your contact center.
· Enhanced Automation
Maximize operational efficiency by automating
simple and repetitive inquiries through AI Bot.
· Operational Efficiency
Reduce agent workload and accelerate
response times with real-time AI Copilot support.
· High-Precision Interaction
Improve accuracy and consistency
by leveraging systematic knowledge through AI-KMS.
· Elevated Customer Experience
Boost service quality and customer satisfaction
through AI-driven automation and intelligent support.
UUBICUS AICC is an all-in-one intelligent platform that unifies AI Bot,
AI Copilot, AI-KMS, and AI-QA to automate customer interactions,
provide real-time agent support, and streamline quality evaluation.
By leveraging advanced AI technology, it simultaneously enhances operational efficiency and service quality,
driving smarter and more data-driven contact center operations.
This strategic synergy empowers organizations to maximize productivity while delivering an elevated, high-value customer experience.
· AICC Implementation Effects
Before Implementation
- ✓ Reliance on human agent manpower
- ✓ Long waiting times
- ✓ Deviation in consultation quality
- ✓ Manual Post-Analysis
- ✓ Simple Call Center
After Implementation (AICC)
- ✓ AI-driven first-tier automated response
- ✓ Minimized waiting times
- ✓ Standardization via AI Assist
- ✓ Real-time automated analysis
- ✓ Data-Driven Intelligent Center
Ideal Organizations for AICC
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.
