Key Point
T Map Mobility, operator of Korea's largest navigation system TMAP, has introduced an AI-based consulting system, providing consistent, high-quality service regardless of consultant skill level and dramatically improving work efficiency.
The Client
T Map Mobility, SK Telecom's mobility subsidiary, is a leading company driving mobility innovation based on TMAP, Korea's leading navigation service.
1. Center of the Smart Mobility Ecosystem
Since its establishment in 2020, T Map Mobility has been leading the way in building a smart mobility ecosystem, leveraging its extensive data and technological expertise. Centered around Korea's largest navigation system, TMAP, T Map Mobility serves as an integrated mobility platform, providing real-time traffic information, optimal route guidance, and even integrated taxi and public transportation services. Leading the digital transformation through technological innovation, T Map Mobility is relentlessly committed to developing user-centered services and fostering a sustainable transportation environment.
The Challenge
1. Differing Service Quality by Consultant
The biggest challenge at the customer service center was the inconsistent service quality depending on the Consultant's skill level. Because new and veteran Consultants handled the same inquiries differently, it was difficult to provide consistent service even for the same inquiries.
2. Memory Limitations and Omissions
Especially when calls were lengthy due to complex inquiries or complaints, it was incredibly difficult for Consultants to accurately remember and organize the entire conversation. This often resulted in important customer requests being omitted or recorded inaccurately.
3. Difficulty in Understanding Emotions
It was also difficult for Consultants to objectively assess a customer's emotional state, as if they were mind-readers. This hindered customer satisfaction management and appropriate response.
4. Time-consuming Post-processing
Manual post-processing tasks were sucking up Consultants' time like a black hole, leading to a vicious cycle of decreased overall consultation productivity and increased customer wait times.
The Solution
1. AI as a Reliable Partner for Customer Service Agents
T Map Mobility has solved all these problems at once by introducing an integrated solution utilizing cutting-edge AI technology!
2. The Magic of Real-Time Voice Recognition
The Speech-to-Text (STT) system allows us to convert customer conversations into text in real time, neatly separating each speaker and recording them. It's like having a professional stenographer right there with you!
3. Smart Summary with Generative AI
By incorporating generative AI technology, we've created a system that automatically summarizes and pinpoints key points from even long phone conversations. Say goodbye to relying solely on customer service agents' memory!
4. AI that Reads Even Emotions
The AI-based sentiment analysis feature comprehensively analyzes customers' voice tone, speech patterns, and vocabulary, enabling us to objectively assess their emotional state.
5. Free up post-processing tasks with automatic categorization
By adding a feature that automatically categorizes inquiries, we've significantly automated the post-processing tasks previously performed manually by counselors. This truly innovative consulting system is complete!
The Result
1. Significantly Increased Work Efficiency!
Thanks to the AI-based consulting system, T Map Mobility has experienced a groundbreaking transformation! Post-processing, previously a time-consuming task, has been drastically reduced, allowing consultants to focus on truly important customer consultations.
2. Guaranteed Consistent Service Quality
Now, regardless of the consultant's individual skills or condition, a standardized quality consultation record is created. It's as if we have multiple experienced, veteran consultants, maintaining a consistent, high level of service quality.
3. Significantly Increased Customer Satisfaction
Objective sentiment analysis and inquiry type classification enable personalized responses to each customer, resulting in a noticeable improvement in customer satisfaction. Customers have even given the system a thumbs-up, saying, "It's so much easier to get advice!"
4. Increased Business Performance
Consultants' workload has significantly increased, and customer wait times have been significantly reduced, leading to a rocket-speed increase in customer center operational efficiency. This has led to cost savings, significantly enhancing overall business competitiveness!
Key Point
T Map Mobility, operator of Korea's largest navigation system TMAP, has introduced an AI-based consulting system, providing consistent, high-quality service regardless of consultant skill level and dramatically improving work efficiency.
The Client
T Map Mobility, SK Telecom's mobility subsidiary, is a leading company driving mobility innovation based on TMAP, Korea's leading navigation service.
1. Center of the Smart Mobility Ecosystem
Since its establishment in 2020, T Map Mobility has been leading the way in building a smart mobility ecosystem, leveraging its extensive data and technological expertise. Centered around Korea's largest navigation system, TMAP, T Map Mobility serves as an integrated mobility platform, providing real-time traffic information, optimal route guidance, and even integrated taxi and public transportation services. Leading the digital transformation through technological innovation, T Map Mobility is relentlessly committed to developing user-centered services and fostering a sustainable transportation environment.
The Challenge
1. Differing Service Quality by Consultant
The biggest challenge at the customer service center was the inconsistent service quality depending on the Consultant's skill level. Because new and veteran Consultants handled the same inquiries differently, it was difficult to provide consistent service even for the same inquiries.
2. Memory Limitations and Omissions
Especially when calls were lengthy due to complex inquiries or complaints, it was incredibly difficult for Consultants to accurately remember and organize the entire conversation. This often resulted in important customer requests being omitted or recorded inaccurately.
3. Difficulty in Understanding Emotions
It was also difficult for Consultants to objectively assess a customer's emotional state, as if they were mind-readers. This hindered customer satisfaction management and appropriate response.
4. Time-consuming Post-processing
Manual post-processing tasks were sucking up Consultants' time like a black hole, leading to a vicious cycle of decreased overall consultation productivity and increased customer wait times.
The Solution
1. AI as a Reliable Partner for Customer Service Agents
T Map Mobility has solved all these problems at once by introducing an integrated solution utilizing cutting-edge AI technology!
2. The Magic of Real-Time Voice Recognition
The Speech-to-Text (STT) system allows us to convert customer conversations into text in real time, neatly separating each speaker and recording them. It's like having a professional stenographer right there with you!
3. Smart Summary with Generative AI
By incorporating generative AI technology, we've created a system that automatically summarizes and pinpoints key points from even long phone conversations. Say goodbye to relying solely on customer service agents' memory!
4. AI that Reads Even Emotions
The AI-based sentiment analysis feature comprehensively analyzes customers' voice tone, speech patterns, and vocabulary, enabling us to objectively assess their emotional state.
5. Free up post-processing tasks with automatic categorization
By adding a feature that automatically categorizes inquiries, we've significantly automated the post-processing tasks previously performed manually by counselors. This truly innovative consulting system is complete!
The Result
1. Significantly Increased Work Efficiency!
Thanks to the AI-based consulting system, T Map Mobility has experienced a groundbreaking transformation! Post-processing, previously a time-consuming task, has been drastically reduced, allowing consultants to focus on truly important customer consultations.
2. Guaranteed Consistent Service Quality
Now, regardless of the consultant's individual skills or condition, a standardized quality consultation record is created. It's as if we have multiple experienced, veteran consultants, maintaining a consistent, high level of service quality.
3. Significantly Increased Customer Satisfaction
Objective sentiment analysis and inquiry type classification enable personalized responses to each customer, resulting in a noticeable improvement in customer satisfaction. Customers have even given the system a thumbs-up, saying, "It's so much easier to get advice!"
4. Increased Business Performance
Consultants' workload has significantly increased, and customer wait times have been significantly reduced, leading to a rocket-speed increase in customer center operational efficiency. This has led to cost savings, significantly enhancing overall business competitiveness!