Hyundai Home Shopping to Upgrade its Customer Service Call Centers with AI Integration

Hyundai Home Shopping Network Corp. is adding artificial intelligence (AI) to its customer service call center. The company said the aim of this move is to further improve the convenience for customers.

Hyundai Home Shopping is set to launch the AI service at its call centers this month. The use of this type of automated is happening for the first time in the home shopping industry that is slowly going digital.

Pulse News reported that business insiders said that the home shopping company has been working on the development of an AI Contact Center (AICC) throughout the past year. Sources revealed that Hyundai Home Shopping has teamed up with KT Corp. for this project.

The main technologies offered by the AICC are its speech-to-text capability, where conversations between customers and agents at the call center are converted into text and text analysis (TA) that examines the text content. Moreover, the AI can respond to simple inquiries and has the ability to supply human agents with the information or details they need to respond to customers’ inquiries in real-time.

The AI may also serve as a consulting assistant that can provide call center agents with the order history from home shopping transactions. It can also give real-time call logs of customers plus information that may be needed during consultations. The assistance that will be provided by the AI is reportedly accurate and delivered quickly, so time is saved.

This AI service at the Hyundai Home Shopping Call Centers is expected to handle up to 260 calls for orders, returns, and cancellation requests per day. Certainly, the upgraded customer service can reduce the call time between human agents and shoppers.

Meanwhile, The Korea Bizwire reported that AI in the home shopping business in South Korea is being launched to attract the younger generation of shoppers as well, the MZ Generation in particular.