Bithumb has introduced a speech recognition (STT)-based customer support service, which it said is the first among domestic digital asset exchanges, and will apply it to customer consultations.

Bithumb said on Aug. 11 it is operating an STT support service that converts phone consultation content into text in real time and provides it to counselors.

The STT support service is a system that converts calls between customers and counselors into text in real time. Counselors can check both audio and text to understand customer inquiries.

It also reduced the burden of having to take separate notes on consultations. The company said counselors can focus on calls while writing consultation histories, improving work efficiency.

Bithumb said counselors' average handling time (AHT) using the STT service was shortened by about 30 percent versus before. It also said the first-call resolution (FCR) rate improved.

The company said so-called "bubble calls" - repeat inquiries in which customers call again with the same question - also declined, helping reduce both customer waiting time and counselors' workload. To strengthen security, it destroys text data converted through STT immediately after a consultation ends.

A Bithumb official said, "Accurately understanding customer inquiries and resolving them with the minimum number of consultations is an important factor in building trust," adding, "We will continue to strengthen customer support services."