Jobis&Villains Corp. said on the 18th that Samjeomsam, its tax refund platform, handled more than 90,000 customer inquiries through its artificial intelligence (AI) counseling services during the regular comprehensive income tax filing period in May.
May, when comprehensive income tax filings are underway, is the peak period for Samjeomsam users. According to Jobis&Villains Corp., traffic to Samjeomsam in May this year increased 13 times compared with normal levels. The company has responded to large volumes of inquiries by introducing an AI counseling service in March.
The service that handled the most inquiries was the voice-based AI contact center "Jeomsami." Jeomsami operated 24 hours a day throughout May and handled about 46,000 customer inquiries. Two out of three customers using Jeomsami completed their inquiries with AI counseling alone, without a connection to a professional counselor.
Instead of using a general-purpose large language model (LLM) as is, Jeomsami implemented answers by major inquiry type based on Samjeomsam's existing customer counseling data. It provides personalized information centered on 25 items that customers frequently ask about, such as eligibility for refunds, refund amounts and schedules, and questions about dependents. For inquiries difficult to resolve with AI counseling, it supplemented the process by sending a notification message after the call ended to lead customers to chat counseling with a professional counselor.
The tax-specialized AI Q&A service "SamjeomsamQ" answered about 15,000 tax-related questions during the same period. The in-app AI agent "SamjeomsamAI" also handled about 30,000 inquiries related to app use.
As the AI lineup resolved simple inquiries on its own, actual customer center inquiries fell by more than about 40,000 in May from a year earlier.
A Jobis&Villains Corp. official said, "The Samjeomsam AI lineup, unveiled for the first time this year, proved high stability and self-resolution rates even during the comprehensive income tax season, when traffic peaks year-round," adding, "We will advance our AI services so customers can use Samjeomsam more easily and conveniently."