KTcs is supplying its proprietary AI contact center (CC) platform HiQri to Daiso's customer service center, the company said on Oct. 27, as it expands its AI consulting business for companies.

The newly introduced HiQri is an AICC platform that combines generative AI and retrieval-augmented generation (RAG) technology. It is designed to provide answers suited to customer questions based on customer service data such as Daiso product and store information, delivery, and exchanges and refunds.

RAG is a technology in which generative AI searches a company's internal knowledge data and uses it in answers. Unlike existing methods that link pre-defined questions and answers, it analyses the context of customer questions, finds relevant information and generates responses.

KTcs built a system that uses the same knowledge data for phone and chat consultations. When a customer calls, a voicebot analyses the spoken question and answers. On the chatbot, it provides on-screen information tailored to the inquiry. The chatbot is available 24 hours a day, 365 days a year. AI handles repetitive and simple inquiries, and connects customers to an agent when additional consultation is needed.

KTcs said this will reduce customer waiting times and help agents focus on complex inquiries. KTcs currently operates customer service centres for about 120 client companies. Daiso plans to further advance its AI consulting services based on actual customer inquiries and consultation requirements.

Chang-ho Lee (이창호), CEO of KTcs, said, "We will continue to combine our customer service centre operating experience and generative AI technology to create services tailored to each company's consultation environment."