AICX, the customer experience subsidiary of South Korean travel platform MyRealTrip, has secured ISO/IEC 27001:2022 certification for its chatbot and callbot automation platform following an audit by DNV. The certification validates the company's information security management systems at a moment when AICX is aggressively expanding B2B operations across commerce and platform sectors. Founded in 2022, AICX has already demonstrated substantial automation capability within MyRealTrip's own operations—handling 80% of chat inquiries and 43% of phone inquiries through AI by mid-2026—and is now positioning this track record as a competitive advantage for external clients seeking to implement similar models.
The certification carries strategic weight precisely because it addresses a persistent tension in AI-driven CX: operational efficiency without security compromise. AICX's framing of ISO 27001 as foundational to platform competitiveness reflects a market reality that teams evaluating automation vendors must now contend with. As organisations increasingly adopt AI agents and automation platforms, the question becomes whether security certifications will become table-stakes for vendor selection, or whether they remain differentiators for vendors targeting regulated industries and enterprise clients. AICX's move suggests the former trajectory, particularly as B2B CX platforms proliferate and data residency concerns intensify across geographies.
The timing also signals how regional CX vendors are building defensibility against larger incumbents. By coupling proprietary automation technology with formal security credentials and hybrid human-AI operational models, AICX is constructing a narrative around trustworthiness that extends beyond feature parity. For CX leaders evaluating platform consolidation or AI transformation initiatives, this raises a practical consideration: whether vendors without equivalent certifications present acceptable risk profiles, or whether the absence of such credentials should trigger deeper due diligence into their data handling practices and compliance posture.
MyRealTrip Subsidiary AICX Obtains 'ISO 27001' Certification 아시아경제