Hankook Tire develops AI-based ‘voice of customer’ analysis system
14 Dec 2023
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Real-time VOC data to be applied to “all areas of product development, production, and quality management”
Seoul - Hankook Tire & Technology has introduced a 'voice-of-customer' (VOC)* analysis system for electric vehicles (EVs), based on an artificial intelligence (AI) platform.
Developed in collaboration with Amazon Web Services (AWS) and Snowflake, the technology is intended to provide a “quality management system” for EV tire technologies.
According to Hankook's announcement, the development has “enhanced the reliability of collected data by dramatically reducing the impact of the ‘hallucination’”.
'Hallucination', explained Hankook, is a term referring to information distortion that occurs when generative AI platforms "confidently assert" incorrect information.
The problem, according to the tire maker, is currently considered to be one of the biggest limitations to the adoption of generative AI.
Using AWS’s ‘Bedrock’ platform, Hankook analysed “a vast amount” of VOC data collected online in real-time and built “a monitoring system so that it could be utilised immediately in the field.”
The Korean-based tire manufacturer aims to use the analysis system to “proactively service” the needs of EV tire customers.
The project, it said, will gather “in-depth insights” and apply them broadly throughout the entire product-cycle, including development, production, and quality management.
Applied to its EV tire brand iON, Hankook expects the technology to deliver advances in these areas by integrating VOC and performance-test data.
For example, Hankook has built a related integrated analysis platform, incorporating a quality-early-warning system, quality-monitoring system and quality-analysis system.
“Access to the data network will ultimately [provide] deeper insights and the creation of enhanced business-value,” Hankook commented.
*According to one definition, VoC is a term that describes feedback from customers about their experiences with and expectations of products and/or services.
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