Japan-headquartered technology outsourcing company transcosmos has launched in South Korea, its trans-AI VoiceBot, a conversational voicebot combining the latest natural language processing technologies, generative artificial intelligence ( GenAI ) and voice recognition technologies.

This AI solution, the company says, “accurately analyzes customer intent, delivering more natural, context-aware conversations. Not only does it respond to complex customer inquiries seamlessly, the solution also manages various types of customer needs flexibly.”

Together with the company’s trans-AI ChatBot – a speech recognition and analysis solution – the newly launched solution, the company adds, optimizes the continuity and the quality of the entire customer services.

Trans-AI VoiceBot supports both inbound and outbound services. Using an automated voice navigation system built on a VoiceBot technology for the inbound services, the solution, the company shares, helps clients perform simple tasks, such as responding to booking inquiries and conducting automated chatbot surveys, quickly and conveniently without making customers connect to agents.

The solution reduces agents’ simple and repetitive tasks, while delivering faster and more effective customer services.

In the outbound services area, AI agents call customers directly, and provide customers with a range of customized information, such as health check-up reservation arrangements and delinquent payments.

During this process, the solution performs customer conversation analysis in real time, and grasps the intent of the inquiry, thereby generating the right responses. Ultimately, the automated solution boosts the quality of customer services and streamlines the processes at the same time.

To provide an AI contact centre ( AICC ) environment optimized for each client, the company will offer trans-AI VoiceBot as a hybrid solution, combining the benefits of custom-built and software-as-a-service ( SaaS )  models. With the custom-built model, the solution secures important data while strengthening technology competitiveness with continuous updates using the SaaS model.

Simply put, the solution, the company states, “ensures both security and scalability at the same time. The hybrid model approach reduces initial development costs and enables the company to offer services at a reasonable price. With this hybrid model, the company is actively developing the next-gen AICC, which will transform customer services.”