"KT and Hyundai Home Shopping Drive Digital Innovation with AI Contact Center Implementation"

[Asia Economy Reporter Eunmo Koo] KT announced on the 2nd that it has signed a business agreement with Hyundai Home Shopping to introduce an 'Artificial Intelligence (AI) Contact Center' and promote AI-based digital innovation in customer experience.

Based on this agreement, the two companies will collaborate in areas such as ▲applying AICC (AI Contact Center) technology and solutions ▲discovering AI-based digital innovation models for customer experience.

The AI Contact Center is a system that optimizes the entire operation of customer centers based on technologies such as voice recognition, speech synthesis, text analysis, and dialogue engines. It supports a fast and flexible customer response environment, including the introduction of AI voice authentication for customer identity verification, simple consultations through AI chatbots, and AI real-time expert consultation coaching using consultation assistance.

KT and Hyundai Home Shopping plan to proactively introduce the AI Contact Center to effectively respond to the increased use of customer centers due to the spread of COVID-19. For simple customer inquiries, they will establish a 24/7 consultation system through AI consultation, and also strive to secure high-quality services by analyzing customer demands through big data analysis of consultations and improving consultation processes.

The two companies will also strengthen their cooperation system to discover AI-based digital innovation services. To this end, they plan to combine KT's ABC (AI, Big Data, Cloud) platform capabilities with Hyundai Home Shopping's customer center operation know-how to develop new service models by integrating them into distribution systems and customer data.

Im Dae-gyu, President of Hyundai Home Shopping, said, "We will actively introduce advanced AI-based technologies in line with the digital transformation era to build leading services," adding, "Through future collaboration with KT, we will not only improve the efficiency of customer center operations but also greatly enhance customer convenience."

Shin Su-jeong, Vice President and Head of the Enterprise Division, stated, "Due to COVID-19, the growth of the non-face-to-face distribution market, including the home shopping industry, is rapidly progressing," and added, "We will lead the digital innovation of the home shopping industry by cooperating with Hyundai Home Shopping to introduce the AI Contact Center and develop new AI-based services."