[Edaily Reporter Shin Ha-yeon ] Plateer Co., Ltd.(367000)announced on the 28th that it has signed a Memorandum of Understanding (MOU) with GS Neotek Corporation to jointly develop and commercialize a next-generation AI contact center (AICC) solution in which artificial intelligence (AI) handles not only customer inquiries but also actual business operations.

The core of this agreement is the integration of GS Neotek’s contact center construction and operation technology with Plateer Co., Ltd.’s Agent AI platform, “XGEN.” The two companies plan to begin with the financial sector to pursue joint sales and proof-of-concept (PoC) initiatives, with plans to expand their business scope to retail and e-commerce in the future.

The “Agentic AICC” being developed by the two companies is a solution designed not only to have AI respond to customer inquiries but also to integrate with internal corporate systems to handle follow-up tasks such as information retrieval, modifications, and applications. The vision is to broaden the scope of AI utilization from existing chatbot- or callbot-centered consultation automation to the actual execution of business tasks.

The two companies have also divided their roles by technical area. GS Holdings is responsible for the integrated construction of the contact center, including the operation of voice and chat channels, speech-to-text (STT) and text-to-speech (TTS) technologies, call routing, and integration with customer relationship management (CRM) systems. Plateer Co., Ltd. will handle the design of AI agent workflows based on XGEN, integration with internal corporate systems, and the construction of a knowledge base using search-augmented generation (RAG).

Through this collaboration, the two companies plan to jointly develop a standard technical architecture connecting contact centers and XGEN, and commercialize the solution under the joint brand “WiseN-XGEN.” GS Holdings, as the product lead, will be responsible for customer proposals, contracts, and initial technical support.

Plateer Co., Ltd.’s XGEN is a platform that enables companies to design and operate AI agents tailored to their own work environments. It offers features such as the ability for multiple AI agents to collaborate on tasks and integration with external systems, and supports both on-premises servers and cloud environments.

According to Plateer Co., Ltd., XGEN has been successfully implemented in the retail and financial sectors, including at LOTTE SHOPPING CO., LTD., Jeju Bank, and iM Capital. In July, it received a Grade 1 GS Certification from the Telecommunications Technology Association (TTA).

The two companies plan to first propose joint solutions to customers in the financial sector and secure use cases through proof-of-concept (PoC) projects. Subsequently, they intend to expand their scope to other industries, such as retail and e-commerce, by conducting cross-selling to GS Neotek Corporation’s existing AICC customers and Plateer Co., Ltd.’s corporate clients.

Jin Byung-kwon, Head of the ECS AX Division at Plateer Co., Ltd., stated, “Together with GS Holdings, we will present an agent-based AICC model that ensures customer consultations are securely routed to actual system processing.” He added, “Starting with the financial sector, we will expand the agent-based AICC across all industries to accelerate our enterprise AX business, which enhances operational efficiency and performance for corporate clients.”

Seo Jeong-in, Head of the IT Business Division at GS Neotek Autech Corporation, remarked, “Agentic AICC, where AI goes beyond consultations to handle actual tasks, marks a turning point that transforms the very role of contact centers.” He added, “By combining GS Neotek Autech Corporation’s integrated contact center and AICC capabilities with Plateer Co., Ltd.’s XGen, we will build a track record of proven success, starting with the financial sector.”