Redefining Customer Experience with AI

Contact centres face a persistent set of challenges that no amount of additional hiring can fully solve. High turnover, emotional burnout, inconsistent service quality, and the relentless pressure of repetitive tasks create a cycle that erodes both agent wellbeing and customer satisfaction.

On 24 June 2025, the 24th Korea Channel and Communication Conference (KCCM) convened at the Grand InterContinental Seoul Parnas, one of South Korea's most significant annual gatherings for customer experience professionals, contact centre operators, and enterprise technology leaders.

Woongjin was present on two fronts: an exhibition booth showcasing its AI Contact Centre (AICC) in action, and a dedicated session delivered by Executive Director Lim Yeon-je, titled "Adding AI to the Customer Experience."

Visitors to the Woongjin booth experienced firsthand the capabilities built into the AICC platform, from automated consultation handling and real-time call summarisation to intelligent customer response support. Attendees were not just observing a product demo. They were seeing a live system built on real deployment experience.

Woongjin AICC is not built on theory. It is the product of 27 years of running contact centre operations at scale, combined with globally proven cloud and AI technologies. Five core pillars define what sets it apart from conventional solutions.

Woongjin AICC is built around six core service modules, each addressing a distinct dimension of contact centre operations, and all designed to work together as a unified platform under the WAI-X (Woongjin AI eXperience) framework.

At KCCM 2025, Woongjin unveiled WAI-X, Woongjin AI eXperience. More than a product name, WAI-X is Woongjin's commitment to combine AI with a customer-value-first philosophy, delivering experiences that are more efficient, more advanced, and more human.

By designing AI around customer-centric scenarios, WAI-X enables systems that understand conversational context more deeply, allowing agents to deliver faster, more accurate service with greater confidence.

Security is not an add-on for Woongjin AICC. It is built into the architecture from the ground up. A secure service environment is delivered through global standard AWS security combined with Woongjin Group's systematic operational management.

Woongjin AICC is designed to adapt to the specific needs, scale, and infrastructure preferences of each enterprise client. Pick only the features you need, like stacking LEGO blocks, cutting the cost of what you don't.

The message Woongjin brought to KCCM 2025 was not about replacing human agents with AI. It was about giving those agents a genuine advantage: faster access to information, real-time guidance, and tools that handle the routine so they can focus on what matters most, the customer.

With 27 years of contact centre operations behind it, Woongjin brings something that pure technology vendors cannot: a deep understanding of what actually happens on the contact centre floor, and how AI needs to be designed to work within that reality.

For enterprises in Malaysia and across Southeast Asia looking to modernise their customer service operations, Woongjin AICC offers a proven, flexible, and fully supported path forward.