[Edaily Reporter Kim Hyung-il ] SELVAS AI ( SELVAS AI Inc.(108860)) announced on the 4th that its voice recognition solution, “SELVAS STT,” has been commercially deployed in Bithumb’s customer service center. The company also confirmed that the average call duration for customer service representatives using the voice recognition solution has been reduced by approximately 30%.

SELVAS STT converts Bithumb customers’ spoken inquiries into text in real time and provides it to customer service representatives. This allows representatives to quickly grasp the nature of the inquiry and focus on providing a response.

Since the service’s implementation, the average handling time (AHT) for agents actively using the speech recognition solution has been reduced by approximately 30%. SELVAS AI Inc. explained that the first-call resolution (FCR) rate has also increased, resulting in a decrease in repeat inquiries.

This service utilizes SELVAS STT, which is based on a speech recognition engine developed in-house by SELVAS AI Inc. In addition to real-time speech recognition, it supports adaptive learning tailored to industry-specific terminology and customer environments, and ensures stable recognition even in noisy environments.

SELVAS AI Inc. noted that the solution also supports on-premises deployment, enabling it to meet the needs of customer environments with high security requirements.

SELVAS AI Inc. has accumulated expertise in speech recognition technology, primarily through work with financial sector call centers. It has supplied STT and TTS-based voice intelligence services to Woori Card and built an AI callbot incorporating STT and TTS for the LG Uplus call center.

Virtual asset exchanges receive many specialized inquiries regarding deposits, withdrawals, trading, authentication, and security, making accurate recognition of consultation content critical. Based on domain-specific speech recognition technology accumulated in specialized fields such as finance and healthcare, SELVAS AI Inc. plans to continuously enhance its capabilities to optimize AI speech recognition for industry-specific terminology and customer environments.

A Bithumb representative stated, “Accurately understanding and promptly resolving customer inquiries is a key factor in building customer trust,” adding, “We will continue to improve the quality of our consultations to strengthen our customer support services.”

Yoon Jae-seon, Head of the Speech Recognition Business at SELVAS AI Inc., remarked, “This commercial deployment is a meaningful achievement, as it demonstrated tangible benefits—such as a reduction in average call duration—in a high-volume, high-security environment.” He added, “We will expand into markets that require high recognition accuracy and security, such as finance, the public sector, and healthcare.”