Crowdworks AI & SK Shieldus Develop ‘AI Assistant’ Specialized for Customer Care 

• Revolutionizing customer support with the ‘AI Assistant’—  RAG-Based vector search technology integrated with LLM
• Generating customized scripts using comprehensive customer data and sales guides

On the 26th, AI tech company, Crowdworks AI, announced its collaboration with SK Shieldus to develop the ‘AI Assistant,’ A real-time AI-powered solution for customer support script generation. This service is the first in the industry specifically designed to optimize customer care in sales departments rather than in customer call centers. 

The ‘AI Assistant’ leverages Large Language Models (LLMs) to perform real-time, comprehensive analysis of customer data, generating tailored consultation scripts. It analyzes information such as customer contract details, service satisfaction scores, consultation history, and sales guides to provide effective consultation guides to customer care representatives. This approach enhances work efficiency, boosts sales competitiveness, and delivers personalized consultations, ultimately fostering long-term customer loyalty.

The ‘AI Assistant’ can also quickly and accurately retrieve customer information and consultation history dispersed across various channels using simple search queries. It then incorporates relevant offers, such as discounts or new services, into the consultation scripts optimized for the customer’s situation. This innovative function empowers even inexperienced representatives to confidently manage complex customer care tasks, ensuring a seamless customer experience.

Crowdworks AI developed the “AI Assistant” using RAG (Retrieval-Augmented Generation) technology, which integrates vector search and LLMs. This approach involves embedding customer data, contract details, service benefits, and similar consultation cases into a vector database for efficient retrieval to then rapidly identify the most relevant data in response to user queries and provide customized service recommendations. These results are then processed through LLMs to generate optimized consultation scripts that include key information. Additionally, the tone and manner of experienced consultants were analyzed through in-depth interviews and incorporated into prompt engineering, resulting in scripts that convey the professionalism and reliability of veteran consultants.

An SK Shieldus representative commented, “The ‘AI Assistant,’ developed in collaboration with Crowdworks AI, is an innovative solution that addresses inefficiencies in customer care while maximizing outcomes through a personalized approach. We will continue leveraging AI technology to drive ongoing business innovation.”

Crowdworks AI CEO Kim Wooseung added, “Our competitive edge lies in deeply understanding our clients’ business workflows and structuring their data to build customized AI models. In 2025, we will continue collaborating with SK Shieldus to develop diverse and creative AI services aimed at enhancing their sales competitiveness and employee productivity.”