"AI Will Connect You to the Department in Charge" TYM Operates Industry's First 'AI Callbot Service'
- TYM Introduces an AI call-bot service that provides real-time contact information for the responsible department, enhancing the integrated Customer Care Center for elevated support
- Aiming to address a variety of general inquiries, including future talent recruitment and investor relations (IR), with the goal of expanding services to global clients and dealers
- Enhancing customer care with smart services, evolving from a simple call center to a 'contact center' that goes beyond basic operations to engage with customers
TYM accelerates company-wide digital transformation (DX) with customer response services applying AI technology.
TYM, a specialist in agricultural machinery (CEO Kim Hiyong, Kim Dohoon / 002900), announced on the 25th that it has introduced the 'AI Call-bot Service', which is the first in the agricultural machinery industry to provide contact information and connection to departments capable of responding to customer inquiries received in real time.
The 'AI Call-bot Service' is a next-generation customer consultation process established by TYM's Customer Care Center (CCC) and the DX Business Division to strengthen digital customer service. It is designed with the intent to significantly enhance the quality of customer service by having the AI call-bot handle simple general inquiries, thereby reducing consultation time, while allowing service agents to focus on responding to specialized technical queries.
With the introduction of the AI Call-bot Service, inquiries about department contacts can be addressed 24/7, and a direct call service is also provided that immediately connects you to the department during business hours upon request. Starting from the second half of this year, it will flexibly respond to a variety of general inquiries, including direct connections to domestic TYM dealerships, talent recruitment, and investor relations (IR) questions. The service will also be expanded to include international Q&A, extending to global clients and dealers.
Furthermore, TYM is continuously enhancing the CCC as part of the company-wide digital transformation. The goal is to support customers in resolving issues swiftly within 24 hours through various channels such as email, text, and chatbots, including the newly introduced AI Call-bot Service. TYM is planning to evolve the CCC beyond the simple 'call center' tasks of responding to customer inquiries, to a 'contact center' that proposes solutions that exceed customer requests.
Meanwhile, TYM is enhancing customer care by operating various smart services that allow customers to receive specialized technical consultations. Last October, TYM increased customer accessibility by introducing the industry's first 'Chatbot Service', and has since launched a 'Telematics System' that provides product diagnostics and maintenance, as well as guidance on consumable replacements. Additionally, the 'T-SCAN Integrated Diagnostic Service' enables swift customer response by diagnosing faults across different engine brands. TYM plans to continue expanding its customer satisfaction management by offering services that reflect the diverse needs of its customers.
A representative from TYM stated, "We have introduced the AI Call-bot Service to promptly respond to customer inquiries and to concentrate on providing specialized technical consultations. We plan to further develop the service, enabling AI to resolve a variety of general customer inquiries, as well as to expand the service support to global clients and dealers, thereby completing an organic customer care center service response process."
