Recently, discussions on the direction of establishing a civil complaint processing system, which is the core of public service, have been emerging as a major topic, in line with the partially revised civil complaint processing laws over the past few years. Optimized services have been introduced to lead digital government innovation.

Utilizing automated administrative processes and AI-based civil complaint support services in the civil complaint processing system (VOC system) can enhance the efficiency of public services.

ESR Post, a specialized company in civil complaint processing systems, announced on the 15th that by applying 'AI' technology to areas such as automated administration, data integration, evidence-based policies, and decision support through data analysis, it is possible to establish an optimized civil complaint processing system.

In particular, by automatically identifying exceptions in processing complaints, repetitive complaints occurring three times or more, complaints with similar content from five or more individuals, VIP concerns, priority projects, core promises, civil-criminal relations, and complaints related to SNS issues before processing, the efficiency of complaint analysis can be enhanced.

Recently, with the influence of ChatGPT, some aspects of AI have been partially applied to civil complaint processing systems. Additionally, by linking it with the learning of existing civil complaint counseling knowledge, the trend is towards higher expectations for free-form complaint analysis results.

If civil complaint efficiency through AI is achieved, it is expected that users will be able to obtain advanced statistics and visualization charts through prompt questions without the need for separate tools or complex statistical knowledge.

Furthermore, there is a prospect of creating a system that automatically simulates the individual performance targets of all personnel within the organization for achieving KPIs in complaints or a system that automatically interprets received complaint texts by AI.

Through this, it will be possible to easily organize the contents of complaints by visualizing facts, claims, and opposing opinions based on the related timeline.

Seung-hoon Lee, CEO of CoseNar, said, "With the recent rapid internalization trend of ChatGPT in the work environment, various POC (proof of concept) demands for civil complaint and VOC analysis based on small-scale language models (sLLM) are rapidly increasing." He added, "If civil complaint data is well-utilized through LLM training after anonymizing personal information, it will reduce the time and effort spent on complaint processing and enable quick and accurate service provision to complainants."

Our company recently met with senior officials from the Uzbekistan Science and Technology Information Center, a division of the Ministry of Higher Education and Scientific Research, during their visit to Korea. During the meeting, we signed a Memorandum of Understanding (MOU) regarding joint research and development (R&D) on topics of mutual interest.

The Uzbekistan Science and Technology Information Center serves as a leading national institution for science and technology development, collaborating with all universities in Uzbekistan to contribute to the diverse advancement of science and technology in the country.

The Center has been publishing various research and international research papers on topics such as scientometrics, digitalization, and data analysis.

This MOU aims to facilitate successful execution of various national projects within Uzbekistan through mutual technological cooperation between ESR Post, Korea, and the Uzbekistan Science and Technology Information Center.

In line with Uzbekistan's Development Strategy 2030, which aims to implement FaceID (facial recognition) for access control in all universities in Uzbekistan, both parties plan to combine their latest AI technologies for joint research and development.

Once the joint development results are completed, the goal is to uniformly apply them to many universities in Uzbekistan that have not yet adopted such technologies.

ESR Post receives support from European R&D funds (Eurofunds) and domestic R&D funds from KIAT, and is currently executing joint R&D projects between Korea and Spain with a vision recognition company in Spain.

Based on our proprietary visual intelligence technology and feature-based scene exploration technology, we plan to further enhance the maturity of technology development through collaboration with the Uzbekistan Science and Technology Information Center.

Both parties look forward to validation through the publication of joint international research papers.

Thank you.

ESR Post's customer feedback (VOC) solution 'Flamingo' has been selected for the Public Procurement Service's 2023 Innovative Product Pilot Purchase Project and has been supplied to organizations such as the Sungnam Urban Development Corporation, Gapyeong Facilities Management Corporation, and Jeonbuk University Hospital, the company announced on the 15th.

Flamingo provides an automated environment for processing customer feedback (queries, complaints, suggestions, reports, grievances, etc.) received through various channels such as websites and emails, enabling batch processing.

Through this, public institutions can automate repetitive tasks, suppress unnecessary resource consumption, and maintain consistent response quality.

In this supply, some customization was conducted in line with the characteristics and needs of each public institution.

The Sungnam Urban Development Corporation focused on the 'Type of Processing Management' function, the Gapyeong Facilities Management Corporation optimized the system with an emphasis on the 'Approval Submission Function' in the complaint processing process, and Jeonbuk University Hospital focused on mapping patient information and complaint information.

ESR Post CEO Oh Chang-yong said, "Complaint handling solutions are essential systems that public institutions must introduce regardless of the volume of complaints, based on the Complaint Handling Act." He added, "VOC is a trend that is gradually being integrated with call center systems, and we expect continued demand for the excellent innovative product, Flamingo, in this regard."

Flamingo was designated as an 'excellent research and development innovative product' by the government in 2021. If selected as an 'innovative product,' it is eligible for multi-year contracts with central ministries, local governments, and public institutions through the procurement innovation market.

There are also benefits for demand organizations that purchase innovative products. Introducing innovative products reflects the Innovation Purchase Goal (mandatory compliance for public institutions) in the agency evaluation, and responsible persons are exempted from 'purchase responsibilities.' Through the Public Procurement Service's pilot purchase project, innovative products can be introduced free of charge.

Suhyup Bank announced today (12th) that it will commence the construction of the 'Financial Consumer Protection Internal Control System' to respond to the strengthened framework of the Financial Consumer Protection Act and to streamline internal control operations.

On the 8th, at the Suhyup Bank headquarters in Songpa-gu, Seoul, a kickoff report meeting for the construction of the internal control system was held with major executives including Bank President Kang Shin-sook and selected primary contractors such as Mr. Oh Chang-yong, CEO of SRL Post, and Mr. Lee Seung-ho, Vice President of Samil Accounting Corporation.

Through this initiative, Suhyup Bank aims to prevent incomplete sales to financial consumers and establish an optimal integrated system where the internal control system operates stably and efficiently throughout the entire marketing process, including product development, sales, and post-management.

In addition to enhancing the current complaint/dispute processing system and pre-consultation system, Suhyup Bank plans to further strengthen its consumer protection function with a preventive focus by adding a Voice of Customer (VOC) system.

Bank President Kang Shin-sook emphasized, "'Enhancing internal control and financial consumer protection' is one of the five key challenges that Suhyup Bank is focusing on. We will continue to strengthen human and material investment to ensure that there is no negligence in financial consumer protection."

She added, "Through the successful implementation of this project to establish the financial consumer protection internal control system, we will make every effort to support the establishment of a consumer-centric marketing culture and improve customer satisfaction across all banking operations."

Our company recently won a contract for KB Bank's consumer support system, marking another success in securing a major financial institution as a client following our engagement with Shinhan Card. The project, valued at approximately 30 billion won, is expected to run until the end of this year. Notably, this is one of the largest single projects in the first half of the year without hardware implementation, focusing solely on financial consumer support and VOC (Voice of Customer).

The consumer support system aims to protect the rights of financial consumers, handle complaints (VOC) promptly, and prevent or redress consumer damages caused by financial frauds. Through this project, SRL Post will design the necessary business processes for KB Bank's financial consumer support and modernize the information system based on the latest technological trends, enhancing analytical and predictive capabilities to assist management decision-making. Specifically, we will focus on establishing a centralized environment for dispersed complaint tasks, building an alert system for preemptive risk management, integrating overall complaint data, and automating business processes based on AI.

For this purpose, we will supply our Flamingo (VOC/complaint processing solution) and Falcon (intelligent complaint analysis solution based on TA - Text Analysis) to KB Bank.

An internal representative of SRL Post commented, "We are aware that this contract was secured amidst fierce competition," emphasizing the significant achievement for a small and medium-sized enterprise obtained through competitive bidding against a large company (Company L). Mr. Oh Chang-yong, CEO of SRL Post, stated, "Our accumulated expertise and technological competitiveness over 16 years have been firmly recognized in the market." He added, "The system to be built through this project will serve as a benchmark for intelligent complaint handling/VOC systems to be established in other financial institutions and public agencies in the future."

Leveraging the explosive growth of the ChatGPT market, SRL Post is not only focusing on traditional complaint/VOC processing automation but also concentrating on the intelligent complaint/VOC analysis market, which prioritizes Generation, Classification, and Summarization.

For instance:

1. Applying similarity analysis algorithms to detect various issues beforehand and extracting an urgent complaint list through priority weighting algorithms.
2. Automatically grouping similar topic complaints through cluster analysis for batch processing, suggesting appropriate processing departments, responses, and relevant laws/regulations based on complaint content.
3. Automatically summarizing large volumes of complaint texts to reduce the time spent on content verification.
4. Matching past improvement activities related to processing responses and counting them statistically to analyze the impact of improvement activities on complaint reduction.

On February 7th, at the Clean Country headquarters, we held a completion report meeting for the Integrated Customer Management (VOC) system.

Clean Country is a leading eco-friendly company in Korea, producing paper and household goods. In order to systematically manage and proactively respond to customer feedback, we embarked on this project.

The VOC system we have built is customized to meet our customers' demands, known as 'Flamingo VOC,' and has been successfully delivered.

Following the completion report, Mr. Oh Chang-yong, our CEO, received a certificate of appreciation directly from Clean Country executives for his contributions to the VOC project.

We are committed to providing ongoing support to ensure the stability of the Clean Country VOC system.

Thank you.