AICX, a customer experience (CX) subsidiary that handles MyRealTrip’s customer consulting and operations, said on Monday it will expand in earnest into a B2B business targeting outside companies, including outsourced customer support and service operations.

Founded in 2022, AICX has handled customer consulting and operations for MyRealTrip, which has grown to more than 2 trillion won in annual transaction volume and more than 6 million annual reservations. Based on large-scale customer data and operating know-how accumulated during the service’s growth, it has developed its own AI-integrated “AICX Agent” that stably processes large volumes of customer inquiries and complex operational flows.

AICX’s B2B service is designed to build customer consulting and operations processes tailored to each company’s service structure and operating environment, the company said. It said repetitive and standardised inquiries are handled first by the AI-based AICX Agent, while areas requiring policy decisions or exception handling are handled by professional operations staff, raising operating efficiency and customer experience quality through a hybrid model.

Through this, AICX plans to focus on improving clients’ key customer experience metrics and cutting operating costs through operational efficiency gains, it said.

In MyRealTrip’s internal operations, AICX has automatically handled 70 percent of all inquiries through an AI chatbot, the company said. It said it has maintained stable service quality even during sharp traffic spikes through 24-hour, uninterrupted customer support. In the process, it achieved more than 50 percent efficiency gains based on operations resource投入 standards.

AICX plans to expand the scope of its service applications from travel, commerce, platforms and content to all industries with demand for customer support and repetitive-task automation. It also plans to support step-by-step AX (AI Transformation) transitions tailored to each company’s operational maturity, rather than short-term system deployments, and to roll out advanced functions in sequence for customer experience innovation.

AICX Chief Executive Cha Won-ho (차원호) said operational experience and data accumulated by directly responding to millions of customers are “competitiveness that can be used immediately on the ground.” He said the company aims to become a practical partner that raises operating competitiveness for companies that meet customers directly, through a customer experience model that combines AI technology and professional operations staff.