South KoreaFinance and insurance2022 – ongoingSamsung Securities
Contact-center speech transcription and text analysis
Samsung Securities reported shorter consultations after introducing AI speech and text analysis
Problem
Samsung Securities needed to improve consultation efficiency while maintaining the quality of remote customer service.
Approach
The company introduced an AI contact-center system in 2022. It used speech-to-text conversion and text analysis in consultations. The company reported that consultation times fell after the system settled into operation.
Results
No published figures
Takeaway
The reported improvement concerned consultations handled through the contact center. Samsung Securities disclosed neither the size of the time reduction nor a measurement method.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
The KSQI advertorial supplement described Samsung Securities' remote service operations. Its company profile said the AICC system introduced in 2022 used transcription and text analysis to shorten consultations, without quantifying the reduction.
Full details are in the original sources.