MindwareWorks Presents a Collaborative AICC Model for Human Experts and AI Agents at AICC & CX Insight 2026

At the AICC & CX Insight 2026 keynote held at COEX on September 9, MindwareWorks presented its vision for AICC operations in which human experts and AI agents work together. The company explained that the competitiveness of AI contact centers depends not only on the performance of individual AI models, but also on how quickly failures occurring in real customer interactions can be identified, improved, and reflected in operations.

MindwareWorks introduced a daily improvement loop that moves from identifying failed cases and analyzing their causes to generating alternatives, obtaining human approval, conducting automated validation, and applying changes to live operations. AI agents support the collection of failed cases, analysis of potential causes, generation of change proposals, and organization of test results, while human experts—including professional customer service agents—make final decisions based on business requirements and customer impact.

The presentation also shared operational experience from repeatedly classifying, refining, and testing customer interaction failures over approximately 100 business days, then applying the improvements to subsequent operations. It emphasized that customer service agents should not simply serve as the final destination for unresolved issues; their real-world judgment and problem-solving experience should become essential learning signals for improving AI operations.

MindwareWorks noted that advancing commercial AICC requires an operational framework that extends beyond response generation technologies to connect business rules, data and system integration, security, testing, approvals, and recovery. By combining human experience and judgment with the analytical and iterative capabilities of AI agents, the company aims to enable customer service operations that improve continuously over time.