MINDs Lab (CEO Yoo Tae-joon) is a company that specializes in AI service and was established in 2014. It provides comprehensive services related to AI such as AI algorithm, engine, and machine learning.
Its main service is its AI platform “maum.ai” that was launched in 2017. By developing an AI service that automatically connects customer inquiry with consultant and others, it had gained $21.3 million (26.3 billion KRW) of investments by the end of last year. Its value currently stands at $75.2 million (93 million KRW).
As mass infections recently occurred within call centers due to COVID-19, MINDs Lab is going to stat an “untact” call center service using cloud computing and AI technologies. Customer service (CS) is provided all at times regardless of where consultants are located. “Untact” call center can also be flexible depending on a change in business environment.
“FAST interactive AI” is a subscription-type AI consultation service. This service requires MINDs Lab’s AI bot (chatbot and voicebot) and actual consultant. AI bot will be the one that will be handling a customer inquiry first while consultant will come in when necessary. With a help from AI bots, it is expected that one consultant will be able to monitor and handle five small businesses. Because the service makes telecommuting possible, it eliminates any concern about infectious diseases such as COVID-19.
FAST interactive AI allows one to set up a call center at home at a half the cost of the current price of using a call center and it also allows a call center to be available throughout the year. Inquiries that come in through many channels will be handled by AI bots. As a result, FAST interactive AI is expected to raise levels of satisfaction of both companies and customers.
Traditional call centers that have consultants respond to every customer inquiry provide their services after receiving a payment per seat and they typically request companies to use at least two seats. Each seat costs thousands of dollars at the minimum. “FAST interactive AI” sets the cost per case. Small companies such as startup that could not use call centers due to absence of ROI (Return on Investment) can now set up their call centers at a reasonable price.
Through “FAST interactive AI”, medical institutions can conduct medical exams in advance and reduce consultation times and inform patients about follow-up services periodically. Companies in beauty and health industries can automatically carry out promotions while online shopping malls can simplify procedures such as return request through voicebot. Restaurants can use voicebot to check reservations.
“FAST interactive AI” can collectively manage customer services through system page and it includes functions such as various statistics and management tools, current customer database interface, and AI-based customer demand detection and storage of types of customer demands.
MINDs Lab has gained knowhow by managing call centers last year and it currently has about 30 consultants. These consultants will be used for “FAST interactive AI”.
FAST interactive AI can also personalize scenarios of customer service depending on characteristics of a company. Technical knowledge will not be needed when a scenario is composed. Any consultant can teach an AI bot without being an AI expert. FAST interactive AI is a service that can be used immediately.
“FAST interactive AI is a service that was developed to solve cost and operation issues.” said CEO Yoo Tae-joon of MINDs Lab. “Companies can automatize simple and repetitive calls and convert their call center services into “untact” marketing service.”
Staff Reporter Oh, Dain | ohdain@etnews.com