[Asia Economy Reporter Seulgina Cho] KT announced on the 18th that it has fully introduced the AI voice bot 'Genie,' which is available for consultation 24 hours a day, 365 days a year, to its customer center (number 100). Previously, KT customers experienced an average waiting time of 67 seconds before being connected to a customer service representative, but from now on, they will be able to receive services from the AI consultant immediately without waiting.
The AI voice bot Genie will handle 170 types of tasks and 12,000 inquiries and requests without any time or day restrictions starting today. After customers dial 100, the AI service begins without the need for a separate selection process through ARS. If customers prefer to speak with a human consultant instead of the AI, they will be connected to a specialized consultant in the required area. KT estimates that 1.5 million customers will use the AI voice bot service monthly.
Previously, since April, KT has been providing this service primarily to customers in their 20s to 40s on weekdays from 9 a.m. to 6 p.m. Customers could choose between the AI consultant service and the existing ARS service, and the company added that about 700,000 customers chose the AI consultant over approximately three months. KT plans to expand the service to customers in their 50s by the end of the year.
The AI voice bot applied to the KT customer center integrates KT Group’s AI capabilities, including STT (speech-to-text), TTS (text-to-speech), customer intent analysis, and automatic conversation scenario composition solutions. Park Hyo-il, Executive Director of KT’s Customer Experience Innovation Division, said, “Through the AI voice bot Genie, customers can receive accurate consultations quickly and easily, and human consultants can focus on complex and high value-added consultations.”
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