Ubase Group said on Tuesday it is moving to commercialise its AI Agent service that directly performs customer counselling tasks. The company said the service includes a conversational AI agent that analyses customer intent and context, and an execution agent that handles requests such as automatic transfers, instant payments, delivery tracking and card loss reports. It uses retrieval-augmented generation to draw on product, event and FAQ information and can provide personalised responses and recommendations.

Bithumb has introduced a speech recognition-based customer support service, which it said is the first of its kind among domestic digital asset exchanges. The service converts phone consultations into text in real time and provides it to counselors, allowing them to confirm audio and text together. Bithumb said the system reduced counselors\' average handling time by about 30 percent and improved first-call resolution. It also said repeat calls declined and converted text data is destroyed immediately after counseling ends.