The Korea Student Aid Foundation (Chairman Bae Byungil) announced on the 1st that it became the first public institution to receive the Institutional Award at the 'KCOP Consumer Expert Award' ceremony.
The 'KCOP Consumer Expert Award' is presented by the Korean Association of Consumer Professionals to outstanding organizations that actively carry out consumer-related tasks and serve as role models in society. The evaluation criteria include work expertise, performance in consumer-related tasks, specificity and feasibility of consumer-centered activities, and social contribution.
The Korea Student Aid Foundation has continuously strived to improve customer-oriented service quality, and this award is the result of those recognized efforts.
The Foundation first enhanced its customer consultation services by introducing an artificial intelligence (AI) professional consultation system. By implementing a chatbot and chat consultation system, it enabled 24/7 consultation anytime and anywhere. The establishment of a mobile web platform shortened the time required for customers to submit documents, while the introduction of virtual consultation services and a Predictive Dialing System (PDS) improved the efficiency of the consultation center's operations.
In addition, by integrating the operation of consultation centers, the Foundation unified its customer response system and secured management efficiency. Especially during peak periods for student financial aid inquiries, the Foundation set up temporary consultation centers and provided inter-center support to ensure immediate responses to customer inquiries.
As a result, in the first semester of this year, the consultation center achieved a response rate of 99.2% and reduced customer call waiting time by 64.9% compared to the same period last year (from 1 minute 37 seconds to 34 seconds), marking the best performance to date.
This award is expected to greatly contribute to enhancing the Korea Student Aid Foundation's customer trust.
Bae Byungil, Chairman of the Korea Student Aid Foundation, stated, "This achievement is the result of the efforts of all executives and employees. We will continue to strive to provide excellent services that meet customer needs in the era of AI-driven transformation."
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