Kyobo DTS said on Tuesday it signed an MOU with Spectra, an online-channel customer service platform specialist, to cooperate on developing an AI customer service solution and related business.

The company said the AI customer service solution under development will go beyond existing chatbot functions that simply provide fixed answers. It will identify the intent of customer questions and search sales product information and existing Q&A data in real time to provide responses.

In particular, it is being developed to replace call centre ARS by combining speech recognition and generative AI technology so it can handle customer service work 24 hours a day. Simple repetitive enquiries such as reservation registration and confirmation, and order cancellations will be processed automatically through AI voice functions. This will allow agents to focus on resolving complex customer service tasks, and their service expertise can also be improved.

The two companies plan to combine Spectra's experience in developing online-channel customer service solutions with Kyobo DTS' capabilities in developing generative AI solutions. They aim to jointly respond to rising demand for customer service and actively pursue new business opportunities.

The AI customer service solution will be provided as a cloud-based SaaS service and is set to be listed on AWS Marketplace.

Chang-gi Kwon (권창기), CEO of Kyobo DTS, said the AI customer service solution is not simply a replacement for existing chat-based service. He said it is a business growth engine that can innovate customer service through AI and digital technology and raise customer satisfaction. He added the company will continue innovation in AI-based customer service so companies across finance, retail and manufacturing can build competitiveness.