Bespin Global said on the 13th that it built an "AI consultation assistant" (AICSR) to drive next-generation customer service innovation at AIA Life.
AICSR is an intelligent assistant that supports agents based on Generative AI technology. ▲ Recommendations for answers and scripts based on Generative AI ▲ Automation of post-processing (summary of consultation history and classification by type) ▲ Summaries of the previous consultation and analysis of customer satisfaction evaluation. Through this project, AIA Life said agents can drastically reduce the time spent searching through massive manuals and provide more consistent and accurate responses to customers. In particular, where agents previously wrote histories manually, AI now generates them automatically and classifies consultation history data systematically and accurately, laying the groundwork for turning customer opinions (VoC) into an asset.
This project is significant in that it was built in a closed environment based on a tightly secured private cloud (Private Cloud) using a small language model (SLM).
Bespin Global focused its technical capabilities on overcoming the limitations of model choice for the latest AI in a closed environment and delivering AI services that can be used in the field. To that end, Bespin Global repeatedly advanced its data indexing and retrieval structure to maximize search accuracy. It also validated various small language models (SLMs) at each stage—document parsing, embedding, and answer generation—to derive the optimal combination. In addition, Bespin Global's "Expert Team," composed of Generative AI specialists, participated throughout, standardizing documents so AI can effectively understand work materials and establishing an evaluation system to continuously measure and improve model performance, raising the service's completeness to a higher level.
Based on this Generative AI-driven contact center (AICC) build, Bespin Global plans to expand its support so AI agents can go beyond simple consultation assistance to lead digital transformation (DX) across call center operations, including agent training, quality assurance (QA), and VOC analysis.
Han Sun-ho, Bespin Global chief AI officer (CAIO) and executive vice president, said, "This project is a highly meaningful case that realized a high-quality AICSR immediately applicable to on-site work, even in the private cloud environment of the financial sector where security and regulations are strict," adding, "We will continue to actively support more corporations in achieving AI agent-centered business innovation in safe environments, drawing on Bespin Global's differentiated data and AI expertise."