Bithumb Becomes First Domestic Virtual Asset Exchange to Introduce Voice Recognition-Based Customer Support

Real-Time Conversion of Consultation Calls to Text
"Reduction in Repeat Inquiries"

Bithumb has become the first domestic virtual asset exchange to introduce a voice recognition-based customer support service. This service converts the contents of telephone consultations into text in real time and provides them during the call. Customer service representatives can review inquiry details in text form while consulting, and Bithumb explained that the need to take separate notes has also been reduced.

According to Bithumb, since the introduction of this service, customer service representatives have found it easier to understand customer inquiries, and the average call duration has been reduced by 30%. The First Contact Resolution (FCR) rate—which measures the proportion of inquiries resolved during the initial consultation—has improved. Repeat inquiries, where customers contact the center again for the same issue, have also decreased. In terms of security, Bithumb emphasized that the converted text data is immediately destroyed at the end of each consultation.

Bithumb plans to further enhance its security system by building a storage infrastructure within its internal network as the service stabilizes in the future.

A Bithumb official said, “Accurately understanding customer inquiries and resolving them with the minimum number of consultations is crucial for protecting customer assets and increasing trust,” adding, “We will continue to improve consultation quality and provide high-quality customer support services going forward.”

This content was produced with the assistance of AI translation services.