en.Wedoany.com Reported - Bespin Global has built a generative AI system, "AICSR (AI CSR Assistant)," to support customer consultation operations for AIA Life (AIA생명/AIA Life).

Bespin Global announced on the 13th that it is supporting AIA Life's intelligent AI messenger project and has officially launched the AICSR system. The system can recommend answers and consultation scripts during consultations, summarize and categorize consultation content by type after the session, and also provides summaries of previous consultation records and customer satisfaction evaluation analysis functions.

AIA Life plans to use AICSR to reduce the time consultants spend manually searching manuals, while improving the consistency of answers used in customer response processes. Consultation records previously written manually by consultants will now be automatically generated by AI, and consultation data categorized by type can be used for Voice of Customer (VOC) analysis.

Considering security requirements in the financial sector, the system is built in a closed environment based on a private cloud and utilizes a Small Language Model (SLM). Bespin Global adjusted the data indexing and search structure, validating multiple SLMs at each stage of document parsing, embedding, and answer generation to select the application model. Concurrently, document standardization work was carried out to organize the format and structure of business documents, and an evaluation system was established to continuously measure the accuracy of generated answers and model performance.

Bespin Global plans to expand the application of generative AI to contact center operations such as consultant training, consultation quality assurance (QA), and VOC analysis based on this project. Bespin Global's Chief AI Officer (CAIO) and Vice President Han Seon-ho stated that they have implemented AICSR, applicable to actual consultation operations, in a private cloud environment within the financial sector, and will support enterprises in applying AI to their work while meeting security requirements.