SKB Opens 'B World'... AI Handles Visit Reservations and Service Checks

SK Broadband announced on the 7th that it will launch the digital platform ’B world,’ which maximizes customer convenience through artificial intelligence (AI) solutions. B world is part of SK Telecom’s AI pyramid strategy and will serve as the AI transformation (AIX) hub for SK Broadband in the future.

Aligned with SK Telecom’s ‘T world,’ the newly revamped SK Broadband homepage B world focuses AI capabilities on improving customer-facing services. For the first time in the industry, customers can make ‘one-stop’ online reservations for on-site services without speaking to a representative, and through the ‘chatbot,’ optimized self-service is supported so customers can easily handle everything from product subscriptions to after-sales service (AS) 24/7, 365 days a year. The automation of name changes for subscribed products is also an industry first.

The model is introducing SK Broadband's 'B world'.
[Photo by SKB]

AI Chatbot ‘ChatBee’ That Understands and Handles Customer Messages Instantly

Customers accessing B world can immediately meet the AI chatbot ‘ChatBee.’ ChatBee, the core of B world’s user convenience and operational efficiency, boasts a clean and sophisticated UI/UX. Above all, its outstanding ability to understand customer messages determines its chatbot competitiveness. Customers can communicate their requests through ChatBee anytime and anywhere, 24/7, just as if they were speaking directly with a representative.

From product subscriptions and changes to reporting inconveniences, self-diagnosis tests, and on-site service reservations, customers only need to enter simple keywords in the chat window, and ChatBee responds proactively. Easy to use and intelligent, ChatBee provides great assistance to customers unfamiliar with digital environments. If customers encounter difficulties while using ChatBee, they can switch to communication with a representative. The chat content between the customer and ChatBee is shared in real time with the representative, enabling continuous consultation.

ChatBee plans to integrate with SK Telecom’s large language model (LLM) next year to enhance conversation recognition rates and natural language processing capabilities to the highest level in Korea.

Anyone visiting B world can use ChatBee immediately via PC and mobile, and it will be gradually applied to the B world app and KakaoTalk channel starting next month.

Easy and Fast Self-Diagnosis AI Solution... One-Stop On-Site Reservation and Name Change

If customers experience inconveniences while using IPTV or the internet and enter keywords such as ‘breakdown’ or ‘malfunction’ into B world’s ChatBee, the status of their set-top box, network, operating system, and software is automatically linked with SK Broadband’s network monitoring system (ADAMS, Advanced Detection And Monitoring System). ADAMS remotely checks and diagnoses the status of the subscribed services and finds solutions.

Through ADAMS, ChatBee first checks the customer’s set-top box status, network connection issues, and whether there are any operating system or software problems. It inspects the situation in 1 to 3 stages based on about 6,000 scenarios and responds appropriately with text and video guidance, remote resets, connection to a representative, or automatic dispatch of a service manager when abnormalities are detected.

This approach differs from the basic method of proposing general measures without checking the customer’s condition, providing optimal solutions to customers. It is also helpful for customers who prefer non-face-to-face and non-call processing methods.

If customers find it difficult to resolve issues through B world self-service or want on-site service, they can make ‘one-stop’ reservations online without speaking to a representative. There is no need to arrange schedules by phone or access a separate webpage.

When customers click ‘On-Site Service Reservation’ while chatting with ChatBee to resolve various requests, they can select the date and time directly. The reservation request is linked with the system, and a service manager optimized for the visit situation is automatically assigned. Customers can check their service application history for product subscription, changes, transfers, AS, and even view the photo of the assigned service manager on the ‘My Application History’ page. Changing reservation schedules is also easy.

The automation of name changes for subscribed products is also an industry first. The procedures customers must go through for name changes are greatly reduced; when the transferor submits a name change request, an electronic signature and document submission link are automatically sent to the transferee, enabling fast and simple processing without speaking to a representative. ChatBee assists throughout this entire process.

B world’s login and identity verification methods have diversified, making it easier to use new services. In addition to the existing T ID, login is now possible via Naver, Kakao, and Toss, and eight types of simple electronic signatures such as the PASS app can be used instead of the joint certificate. These are available on the B world homepage and Android app, with T ID login prioritized on the iOS app and updates to follow sequentially.

Revamped B Direct Shop Launches Various Promotions

SK Broadband’s 24-hour online official subscription center, ‘B Direct Shop,’ has been integrated with B world, greatly enhancing curation and product search convenience. AI is applied to the search engine to provide information reflecting customers’ search intent and timeliness. It analyzes potential customer needs and shows the most suitable products, introducing a shopping cart function for product comparison. Various lifestyle and home appliances are also offered at exceptional prices.

To celebrate the opening of B world and the launch of the B world app (Android app applicable, iOS app scheduled for November), SK Broadband will hold the ‘B world B Official Operation B Gins’ event starting on the 10th. Customers who complete missions to explore new features on the main screen will be entered into a draw to win various prizes such as the LG StanbyME GO and Gentle Monster sunglasses.

Lee Jae-kwang, Head of Digital Marketing at SK Broadband, said, “With the opening of B world, customer experience at SK Broadband’s digital touchpoints has become more intuitive and efficient, and various requests can now be resolved online. We will continue to advance AI transformation (AIX) across B world and our services in line with SK Telecom’s AI pyramid strategy.”