Bithumb has announced the launch of a voice recognition (STT) support service, becoming the first cryptocurrency exchange in South Korea to implement this technology.
The STT support service converts the content of phone consultations between customers and agents into text in real time. This allows agents to simultaneously verify customer inquiries in both voice and text, enhancing their understanding of the issues at hand. Additionally, it reduces the burden of taking separate notes, enabling agents to focus more on the consultation.
According to Bithumb, the average call time for agents using the STT service has been reduced by approximately 30% compared to before its implementation. The rate of resolving customer inquiries during the initial consultation has also increased, leading to a decrease in repeat inquiries on the same issues.
Bithumb has taken measures to ensure security as well. The consultation data converted into text is destroyed immediately after the consultation ends. The company plans to enhance its security system by establishing a separate storage system on its internal network as the service stabilizes.
A Bithumb representative stated, "Understanding customer inquiries accurately and resolving them with minimal consultations is crucial for protecting customer assets and building trust. We will continue to improve the quality of our consultations to strengthen customer support services."
* This article has been translated by AI.
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