Naver Cloud announced on the 28th that it has seen operational resource savings of up to 40% after implementing the Artificial Intelligence Contact Center (AICC) at Lotte Card over the past two years.
Naver Cloud held a seminar titled 'Transforming Contact Centers with AI' the previous day with ECS Telecom and Bright Pattern, where it announced the results of Lotte Card's AICC implementation. Naver Cloud stated that it transitioned Lotte Card's AICC from on-premises to the cloud in partnership with Bright Pattern, enhancing operational efficiency and customer convenience.
The company noted, 'Lotte Card is the only corporation in the country that has successfully transitioned a large contact center to a cloud-based system,' and that it simplified the burden of complex IT infrastructure and partner management into a streamlined cloud service, achieving both operational resource savings and increased efficiency.
Naver Cloud highlighted '40% savings in operational resources' as a key achievement of the two-year operation, along with ▲reduction in licensing and maintenance costs ▲shortened system change application time ▲enhanced flexibility in contact center transfer. It explained that this has created an environment where AI handles simple tasks, allowing specialized consulting personnel to focus on high-value tasks.
During the seminar, the collaboration plans for the AICC business among the three companies were also introduced. They agreed to collaboratively develop reliable, customized services by combining Naver Cloud's cloud infrastructure and advanced AI technology, ECS Telecom's contact center operational know-how, and Bright Pattern's IT solutions.
Bae Joo-hwan, senior executive at Naver Cloud's Emerging Business, stated, 'Through the Lotte Card case, it was confirmed that AICC is a core infrastructure for digital transformation that changes not just the simple implementation of technology but the operational structures and resource utilization methods of corporations. We look forward to continuously supporting innovation in customer service by expanding the use of generative AI across various industries.'