Providing Customized Consultations... Enhancing Service Advancement
Woo Ki-hong, CEO of Korean Air (right), held a kickoff event for the Artificial Intelligence Contact Center (AICC) construction project with Amazon Web Services (AWS) on the 20th at Korean Air headquarters in Gangseo-gu, Seoul, and took a commemorative photo with Ham Ki-ho, CEO of AWS Korea. (Photo by Korean Air)
Korean Air is extensively applying Amazon Web Services (AWS) artificial intelligence (AI) technology to its customer consultation operations. AI-based voice bots and chatbots will respond to customer inquiries, while call records will be analyzed to enhance service quality.
Korean Air announced on the 20th that it held a launch event for the Artificial Intelligence Contact Center (AICC) construction project at its headquarters in Gangseo-gu, Seoul.
The AICC is a cloud-based intelligent customer center where voice bots and chatbots powered by AI technology answer consumer questions. This is to systematically manage customers and provide personalized consultation services beyond simple guidance and consultation tasks.
Through the AICC, Korean Air plans to supplement consultation work that directly communicates with customers and improve customer service quality by analyzing call records. Additionally, it plans to strengthen the platform through integrated AI capabilities, reduce costs through common management, and promote the addition of new functions and expansion of new service channels in the future.
First, by September, the current call center system composed of local servers and equipment per center will be converted to a single platform based on the AWS cloud. Subsequently, by February next year, the service will be further advanced by integrating machine learning and generative AI.
A Korean Air official said, "As a global airline leading the world aviation industry, we will build the AICC to meet increasingly diverse customer expectations and provide smooth consultation services."
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