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Crypto

Bithumb introduces industry-first speech recognition-based customer support service

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.

AI & Enterprise

KT builds next-generation AICC for NH Nonghyup Bank

KT said on Monday it completed NH Nonghyup Bank’s next-generation AI Contact Center project. The 40 billion won project focuses on converting consultation systems at Nonghyup Bank and mutual finance units nationwide to an AI-based model to strengthen customer service quality and operational efficiency. KT linked an AI callbot to core systems to enable inquiries and transaction processing, expanded AI-handled tasks and improved speech recognition accuracy. The partners plan to further expand AI- and data-based consultation innovation.

AI & Enterprise

PolyAI launches speech model that does not go through transcription, reflects intonation and emotions

PolyAI has launched a real-time voice conversational AI model, Dialogue-RSN-1, designed to recognise speech directly and respond with less delay in phone calls. The model performs speech recognition and processing inside the model and separates only voice output into a separate module. It interprets raw audio rather than transcripts, aiming to better capture intonation, rhythm and context. PolyAI said it can respond within 300 milliseconds.