AI services and solutions company Bespin Global said on Sunday it built a core function called AICSR (AI CSR Assistant) in a smart artificial intelligence (AI) messenger project for AIA Life aimed at next-generation customer service innovation.

According to the company, AICSR is an intelligent assistant that helps agents using generative AI technology. It provides generative AI-based answer and script recommendations, automation of post-processing such as consultation history summaries and type classification, and analysis functions for the immediate prior consultation summary and customer satisfaction evaluation.

Through the project, AIA Life has reduced the time agents spend searching extensive manuals and can provide more consistent and accurate customer responses, Bespin Global said.

The project was built in a closed environment based on a private cloud, using small language models (SLM).

Bespin Global stressed it repeatedly advanced the data indexing and retrieval structure to maximise search accuracy, to overcome constraints on choosing the latest AI models in a closed environment and to implement AI services that can be used in practice on site. It added it verified various SLMs at each stage, including document parsing, embedding and answer generation, to derive the most suitable combination.

Based on this generative AI-based contact centre (AICC) deployment case, Bespin Global plans to expand areas of support so AI agents can go beyond simple consultation assistance to lead digital transformation (DX) across overall call centre operations, including agent training, quality assurance (QA) and voice of the customer (VOC) analysis.

Han Sun-ho (한선호), vice president and CAIO at Bespin Global, said, "This project is a meaningful case that realised a high-quality AICSR that can be immediately applied to on-site work even in a private cloud environment in the financial sector where security and regulations are strict." He added, "We will continue to actively support more companies so they can achieve AI agent-centred business innovation in a secure environment, based on differentiated data and AI technology know-how."