BMW Group Korea will introduce an AI-based customer opinion analysis and visualization system developed by ‘WorksCombined’, a BMW Startup Garage selected company, to BMW and MINI communication centers.
BMW Startup Garage is always seeking cooperation with startups with innovative technologies that can be applied to the BMW Group. ‘WorksCombined’, selected through BMW Startup Garage, is a company specializing in AI/data analysis in the mobility field. We developed the ‘BMW VoC Analyzer’ system that analyzes and visualizes customer opinions received through the customer center.
The BMW VoC analyzer classifies and analyzes customer voices collected by the customer center using artificial intelligence (AI) and provides them in a web page format. Through this, all executives and employees of BMW Group Korea can easily check customer opinions and trends in major issues. OpenAI GPT-4o and GPT-4o Mini are used for analysis.
BMW Group Korea is the first in the domestic imported car industry to use AI to improve customer service. BMW Group Korea plans to proactively improve customer service by introducing this system to BMW and MINI communication centers to quickly and accurately check customer opinions and complaints and find solutions.
“Thanks to being selected for the BMW Startup Garage program, we have been able to get closer to our ultimate goal of providing a new level of customer satisfaction and service,” said Seong Jun-seok, CEO of WorksCombined, which developed the BMW VoC analyzer. “WorksCombined will also continue to actively manage and improve the system so that BMW Group Korea’s constantly evolving customer service can grow to a higher level,” he said.
Jeong Jin-su, Donga.com reporter [email protected]
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