KT is enhancing the quality and efficiency of its customer service through generative artificial intelligence (AI) voice bots and AI consultation assistants.
On October 29, KT announced that it has improved the voice bot's ability to understand customer intent based on accumulated consultation data and operational experience, expanding the automation range from after-service (A/S) requests to remote troubleshooting and service dispatch.
With the A/S automation service powered by voice bots, customers can now handle A/S requests, remote troubleshooting, recovery confirmations, and service dispatch all at once, even during weekends and nights when connecting to a consultant is difficult.
KT expects this innovation will reduce the inconvenience of approximately 200,000 customers who would otherwise need to make follow-up inquiries each year.
The voice bot incorporates generative AI-based intent recognition and interactive dialogue technology, creating a more natural consultation environment. It can understand customer intent even if they provide lengthy explanations or change topics during the conversation. The voice bot also allows for simultaneous speaking and listening, offering a consultation experience akin to talking with a live consultant.
Currently, KT's voice bot handles an average of 1.2 million consultations per month, and since its implementation, the rate of resolving customer inquiries in a single interaction has improved from 77% to 81%.
To enhance the efficiency of consultants and the quality of consultations, KT is applying AI consultation assistants throughout the entire consultation process. Since the introduction of AI consultation assistants, the average consultation time has decreased by 31 seconds (11%), and the workload on consultants has reduced, leading to a slight decrease in employee turnover.
Looking ahead, KT plans to advance its voice bot into a 'voice agent' and expand the application of AI consultation assistants into various areas, including sales consultations, training for new consultants, and A/S support.
Choi Se-jun, head of KT's Customer Division Strategy Headquarters, stated, "KT's customer center is evolving into an AI-based center that not only answers customer inquiries but also understands their intent and performs necessary tasks. We will continue to provide faster and more convenient consultation experiences for customers while supporting consultants with an efficient work environment based on AI, driving ongoing innovation in our customer center."
On October 29, KT announced that it has improved the voice bot's ability to understand customer intent based on accumulated consultation data and operational experience, expanding the automation range from after-service (A/S) requests to remote troubleshooting and service dispatch.
With the A/S automation service powered by voice bots, customers can now handle A/S requests, remote troubleshooting, recovery confirmations, and service dispatch all at once, even during weekends and nights when connecting to a consultant is difficult.
KT expects this innovation will reduce the inconvenience of approximately 200,000 customers who would otherwise need to make follow-up inquiries each year.
The voice bot incorporates generative AI-based intent recognition and interactive dialogue technology, creating a more natural consultation environment. It can understand customer intent even if they provide lengthy explanations or change topics during the conversation. The voice bot also allows for simultaneous speaking and listening, offering a consultation experience akin to talking with a live consultant.
Currently, KT's voice bot handles an average of 1.2 million consultations per month, and since its implementation, the rate of resolving customer inquiries in a single interaction has improved from 77% to 81%.
To enhance the efficiency of consultants and the quality of consultations, KT is applying AI consultation assistants throughout the entire consultation process. Since the introduction of AI consultation assistants, the average consultation time has decreased by 31 seconds (11%), and the workload on consultants has reduced, leading to a slight decrease in employee turnover.
Looking ahead, KT plans to advance its voice bot into a 'voice agent' and expand the application of AI consultation assistants into various areas, including sales consultations, training for new consultants, and A/S support.
Choi Se-jun, head of KT's Customer Division Strategy Headquarters, stated, "KT's customer center is evolving into an AI-based center that not only answers customer inquiries but also understands their intent and performs necessary tasks. We will continue to provide faster and more convenient consultation experiences for customers while supporting consultants with an efficient work environment based on AI, driving ongoing innovation in our customer center."
* This article has been translated by AI.
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