South KoreaConstruction and engineering2023 – ongoingDL E&C
D-VOICE customer-call summarization and classification
DL E&C said D-VOICE summarized customer consultations within 1 minute
Problem
Employees manually reviewed consultation records and selected keywords to classify customer requests. This made preparing information for subsequent consultations labor-intensive.
Approach
DL E&C worked with Microsoft to add GPT-4 technology to its DLake data platform. D-VOICE transcribed calls and removed personal information before sending the content for summarization. It then classified summaries by keyword and stored them for staff handling later consultations. The company applied the system to sales and after-sales customer service.
Results
Takeaway
The workflow produced classified consultation records for subsequent staff use. The disclosed summary time did not establish an improvement in customer satisfaction.
Categories
- Size
- Large enterprise
- Industry
- Construction and engineering
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
DL E&C described D-VOICE's transcription, personal-information exclusion and keyword classification workflow. It said consultation summaries were produced within 1 minute and confirmed application to sales and after-sales consultations.
Full details are in the original sources.