Lotte Card Achieves Up to 40% Cost Reduction with AICC Solution
On the 28th, Naver Cloud announced that Lotte Card has reduced its operating costs by up to 40% over two years after adopting an Artificial Intelligence (AI)-based contact center (AICC) solution.
On the 27th, a seminar titled “Innovating Contact Centers with AI” was held, where Park Cheol-woo, the AICC leader at Naver Cloud, presented the performance outcomes of Lotte Card’s solution implementation (Photo: Naver Cloud).
Naver Cloud, along with ECS Telecom and Bright Pattern, hosted this seminar to share the performance outcomes of Lotte Card’s adoption of the AICC solution.
In this seminar, Naver Cloud highlighted that Lotte Card’s case is the only instance in Korea where a large-scale contact center was transitioned to a cloud-based system. They explained that by simplifying complex IT infrastructures and reducing the burden of managing partner companies through cloud services, operational resources were saved.
The achievements of the AICC adoption include reductions in licensing and maintenance costs, shorter system modification application times, and increased flexibility for relocating customer centers. By assigning simple tasks to AI voice bots, professional consulting personnel could focus on high-value-added tasks, significantly improving customer satisfaction.
The seminar also shared future business plans for the AICC solution. Naver Cloud plans to jointly develop services tailored to corporate clients by combining its cloud infrastructure and AI technology with ECS Telecom’s contact center operation expertise and Bright Pattern’s solution.
A representative from Naver Cloud expressed confidence in the solution, stating, “There are fewer concerns about exchange rate fluctuations or overseas data leaks, and Naver Cloud’s ‘HyperCLOVA X’ can be integrated.” They anticipated that this would provide a differentiated competitive edge in the AICC field.
Bae Joo-hwan, Executive Vice President of Emerging Business at Naver Cloud, remarked, “Through the Lotte Card case, we confirmed that AICC is not just a simple technological introduction but a core infrastructure for digital transformation that changes a company’s operational structure and resource utilization methods. We will continue to support the expansion of AI utilization in various industries to innovate customer service.”