On the 21st, UBASE Group announced the formalization of an AI capability enhancement program for its employees and consultants, aiming for the sustainable coexistence of contact centers and artificial intelligence (AI). Instead of concerns over job reductions in call centers, the strategy is to establish AI as a tool to enhance work efficiency.

Starting with executive training last August, UBASE Group is expanding its training scope to include leader-level managers and support departments, gradually elevating AI capabilities across the group. The plan is to systematically educate contact center operations, management, and support personnel on AI utilization and apply it on-site, thereby increasing understanding of AI and refining an operational system where humans and AI work together.

The training program is structured to combine online and offline methods, covering everything from basic concepts to practical automation exercises using generative AI. The offline course, reflecting job-specific requirements for center and group leaders of the consulting organization and support staff, was conducted over two days from the 18th at the Bucheon Dream Center. It included automation exercises using generative AI like ChatGPT and an advanced course in prompt engineering (command design techniques).

To enhance applicability in real work environments, AI tool subscription fees are also supported for each team. Through this, UBASE Group aims to spread a culture where employees naturally use AI in various areas such as routine report writing, data organization, and customer support, with plans to further expand and internalize related programs next year to evenly enhance AI capabilities among all employees.

Alongside organizational training, UBASE Group is accelerating improvements in consultants' work environments through its AICC (AI-based Contact Center) solution. Utilizing a 100% self-developed and internalized AICC platform and operational know-how, the solution is being supplied to various industries such as aviation, distribution, finance, and platforms, serving as a practical tool to enhance work efficiency.

This solution reduces simple tasks for consultants by automating responses to repetitive inquiries, summarizing and classifying consultation content, and providing real-time response guidance, allowing them to focus on more complex consultations. As a result, consultants are evaluated to have an environment where both the number of cases handled and response quality can be improved.

UBASE Group also provides practical training for consultants that covers consulting skills and AI utilization, developing abilities that can be immediately applied on-site. Simultaneously, psychological support and career development programs are operated to reduce burnout, which can occur due to the emotional labor-intensive nature of consulting roles, and to present long-term growth paths.

Kwon Ki-dung, Head of Management Innovation at UBASE Group, clearly stated that the relationship between humans and AI is defined as collaboration, not replacement. He emphasized the aim to structure AI deployment at appropriate points and actively incorporate consultant feedback into the solution enhancement process to provide differentiated competitiveness to clients.

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