Bithumb becomes first domestic crypto exchange to introduce voice-recognition customer support

Bithumb said Tuesday it has become the first domestic digital asset exchange to introduce a customer support service based on STT (Speech-to-Text) technology.

The STT customer support service converts phone conversations between customers and agents into text in real time, displaying the transcription on the agent's screen. Agents can follow a customer's inquiry through both audio and text at the same time, reducing the time needed to understand the issue and log the call history.

The service has also shown positive effects on service quality. Average handle time for agents using STT fell about 30 percent compared with before, and the first-contact resolution rate — the share of inquiries resolved in a single call — improved. Repeat contacts, in which customers call back about the same issue, also declined.

Text data generated during a call is deleted immediately once the session ends. Bithumb said it plans to build a dedicated storage system on its internal network and put additional security measures in place once the service stabilizes.

"Accurately understanding customer inquiries and resolving them in as few contacts as possible is a key factor in protecting customer assets and building trust," a Bithumb official said. "We will continue to improve service quality and provide high-quality customer support."

Meanwhile, Bithumb has also introduced an additional identity-verification step using video calls for customers aged 80 and older as a measure to prevent financial fraud. Under the new procedure, elderly customers must confirm both their identity and their intent to use the service before completing a transaction.