South Korean business process outsourcing (BPO) company Ubase said on Wednesday it upgraded functions of its artificial intelligence (AI)-based counsellor training platform, AI Trainer.

AI Trainer is a 24-hour online training platform in which AI takes the role of a customer to provide roleplay training similar to real counselling settings. With the upgrade, it moved beyond fixed script-based training. It implemented a more realistic training environment by segmenting various customer types into personas, including emotionally agitated customers and customers who repeatedly raise complaints.

It also strengthened its evaluation system. AI Trainer automatically compares and analyses a correct-answer script with a counsellor's actual response, visualising errors immediately. It provides objective feedback across 5 categories: accuracy, intention delivery, delivery power, appropriateness of response language and naturalness. It also allows 24-hour mobile access and unlimited repeat learning.

Ubase internal data show that since adopting AI Trainer, the counsellor resignation rate fell by 3 percent and average productivity rose by 15 percent. AI Trainer was developed by Ubase affiliate Hanil Networks. Hanil Networks has more than a 90 percent share in the market for operating insurance company contact centres and telemarketing.

Ubase CEO Jinwon Mok (목진원) said, "We aim for a coexistence relationship in which AI assists counsellors and cooperates with them." He added, "We will continue to present a path for AI and counsellors to move forward together."