Have you ever interacted with an AI or chatbot for customer service? With the rapid spread of these technologies, they're now part of our everyday experience. As a result, AI-assisted calls have become commonplace, significantly reducing the waiting time to speak with a human representative. 

This technology is at the heart of solutions like the contact center, which has become a key element in digital transformation. Hyosung ITX's xtrmSolution, launched in 2018, stands out in this arena. Over the years, it has partnered with more than 180 clients across sectors such as finance, telecommunications, retail, and public services, building trust along the way. In 2023, it was recognized as an excellent BPO provider in the call center category of the KSQI (Korea Service Quality Index). Let’s take a closer look at what differentiates Hyosung ITX’s xtrmSolution and its vision for the future. 

Evolving Contact Center Solutions: From Automation to Personalized Service 

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When people think of customer service, they often think of a call center. However, contact centers have now become a more familiar concept. Traditional call centers involved agents responding passively to inbound calls via a single channel: the phone. But with the advancement of digital technology, call centers have evolved into contact centers that offer comprehensive, flexible communication across multiple channels. As a result, the role of customer service has expanded from handling simple complaints to delivering a positive corporate and brand experience. 

Contact centers are a win-win strategy for both businesses and customers. These solutions operate in a multi-channel environment using data-driven systems that fit the digital age. Companies can leverage the accumulated customer interaction data to improve customer satisfaction or create new business value, while customers benefit from faster and more consistent support across various channels, significantly enhancing their overall experience. 

Recently, contact center solutions have become more advanced by integrating AI and big data technologies. Adopting these cutting-edge technologies offers numerous benefits, such as improving work environments, reducing labor costs, and enhancing business competitiveness. With the help of generative AI and big data, repetitive inquiries are automated, while real-time information is provided to agents, enabling them to handle more complex tasks efficiently. Additionally, by analyzing customer data, businesses can predict customer behavior and offer tailored services optimized for different industries and customer characteristics, boosting their competitive edge. 

As AI-based systems gain traction, AI Contact Centers (AICC) have emerged as a key trend in contact center solutions. Reflecting this industry shift, the AICC market is rapidly expanding. According to market research firm Allied Market Research, the domestic AICC market is expected to grow at an average annual rate of 23.7% from 2020, reaching approximately KRW 484 billion by 2030. As customer demands become increasingly diverse and specialized, the growth of the AICC market is likely to continue. 

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Hyosung ITX's contact center solution is the result of combining HYOSUNG’s R&D capabilities with its BPO business expertise. One key innovation is the xtrmSolution, which stands out by incorporating HYOSUNG’s proprietary AI technology specifically designed for contact centers. Developed through ongoing research to internalize AI technology since 2017, xtrmSolution has been operational since its launch in 2018. 

The core of xtrmSolution includes technologies that convert speech to text (STT) and analyze the converted text (TA), offering a variety of solutions. What makes it unique is its flexibility, as it can be deployed both on-premises and in cloud environments, with options for either tailored implementations or subscription-based services depending on customer needs. 

xtrmSolution features a range of products, including xtrmTools, a tool for managing model learning, creation, and deployment. A flagship product, xtrmVOC, is a voice analysis solution that structures customer call content through voice recognition and text analysis. It identifies essential phrases and prohibited words, providing real-time insights to enhance customer service. Moreover, it enables quick responses to CS issues by analyzing the quality of each call and providing risk indicators. 

Another key product, xtrmAdvisor, offers real-time support to agents by analyzing conversations and providing relevant answers along with key points, ensuring accurate and efficient responses. This boosts customer satisfaction while reducing agent workload and improving productivity. 

Additional offerings include xtrmQMS for automated call quality assessments, xtrmKMS for intelligent knowledge management, and xtrmHiBot, a voice bot solution. Hyosung ITX provides all-in-one service that helps clients build and manage custom contact centers tailored to their specific needs, ensuring seamless operations and enhanced efficiency. 

The Future of Contact Center Solutions with Hyosung ITX 

Hyosung ITX is focused on developing contact centers that minimize environmental constraints. Their Smart Contact Center solution supports various work styles, such as remote work, by enabling mobile consultations that are not limited by time or location. In 2020, they launched the "RingCloud" solution, which allows flexible contact center operations in cloud, mobile, and metaverse environments, providing tailored work environments for clients. Building on this, in 2023, they introduced "xtrmConnext," an IP-based integrated platform that quickly and reliably delivers essential contact center functions. These efforts demonstrate Hyosung ITX's commitment to continuously developing customer-centric solutions that adapt to changing environments. 

In line with the growth trend in the AICC market, Hyosung ITX is also actively developing and investing in AI contact center solutions. In 2022, they partnered with Hansol Inticube, a company specializing in contact center solutions, to develop an "AI Agent (Voice Bot)" solution. By combining the two companies' technology and expertise, they aim to enhance their competitiveness in the AICC market. In 2023, Hyosung ITX invested KRW 2 billion in ‘Persona AI,’ a company that developed Korea's first cloud-based conversational AI solution. Persona AI, a small but innovative company, specializes in automated customer service solutions, such as call bots and chatbots. This partnership merges Persona AI's cutting-edge AI technology with Hyosung ITX's contact center expertise to further strengthen their leadership in digital transformation and the contact center market. 

Hyosung ITX continues to provide optimal contact center solutions for both customers and businesses in a rapidly changing environment, driving innovation using AI and digital technologies. Through ongoing technology development and investment, the company is to enhance operational efficiency and strengthen personalized services in contact centers. Moving forward, Hyosung ITX plans to lead the digital transformation of the AICC market by leveraging AI-based consulting solutions and big data analytics, presenting a better future for both companies and customers in the contact center industry.