KT Skylife Opens AI Customer Center... "Reduced Waiting Time and Increased Satisfaction"

Expected Improvement in Customer Service Response Rate to 93.3%
Continuous Introduction of AI Solutions Across Various Fields Planned

KT Skylife announced on the 6th that it has launched an AI Customer Center (AICC) applying KT's technology. The introduction of this AICC aims to enhance counselors' productivity and maximize customer satisfaction by adopting various AI-based solutions.

KT Skylife's AICC incorporates KT's technology to streamline the authentication process through voice recognition, allowing customers who consent to voice authentication to verify their identity using their registered voice before proceeding with consultations, in addition to voicebot and chatbot services. It also adopts AI technologies such as consultation assist, which automatically converts and allows verification of consultation content into text, providing faster and more accurate services than before.

KT Skylife expects that with the introduction of the AICC solution, the existing customer center response rate of 87.7% can be improved to 93.3%. The average customer waiting time is expected to decrease by 8.5% compared to before, and the average consultation time will be shortened by 6.4%. In particular, by introducing voicebot services, some tasks such as AS requests, billing, and mobile suspension will be available 24/7, 365 days a year, significantly enhancing customer convenience.

The introduction of AICC is expected to greatly improve the productivity of customer center counselors. Through real-time consultation coaching solutions, previous consultation records can be quickly reviewed, and automatic classification and summarization of consultation types become possible. Counselor productivity is expected to improve by about 8%, creating an environment where faster and more professional consultation services can be provided to customers.

With AI handling repetitive and simple tasks and counselors focusing on customer interactions, the volume of consultation calls is expected to decrease, reducing customer waiting times. This will reduce customer complaints and improve the quality of consultation services, greatly enhancing customer satisfaction.

The opening of AICC is expected to be a turning point for digital transformation and providing customer-first services. After stabilizing the AICC, KT Skylife is considering utilizing large language models (LLM) to enhance consultation summarization, improve related tasks, and support legal review for internal operations. KT Skylife plans to continuously introduce AI solutions not only in consultation services but also in various other fields.

Choi Jae-wook, Head of Digital Customer Division (Executive Director) at KT Skylife, said, "We will continue to develop AI solutions to prioritize customer satisfaction and promote digital service innovation, striving to become an AI media platform."