Consultation Evaluation Scores Improve by 34%
SK Telecom announced on the 21st that it has introduced Telco, a large language model (LLM) fine-tuned from Anthropic's Claude, into its customer center, achieving improvements in consultation quality and support for counselors.
According to SKT, Eric Davis, Head of AI Tech Collaboration at SKT, explained at the 'Anthropic Korea Builder Summit' held in Seoul on the 19th, "With the introduction of the Telco LLM, counselors can more efficiently find the information needed during customer consultations."
The summit was hosted by Anthropic together with Coxwave, an AI product analysis platform operator, marking Anthropic's first official event held in Korea. Mike Krieger, Chief Product Officer (CPO) of Anthropic, and Kate Earl Jensen, Head of Sales, attended and unveiled the latest features and research achievements of Claude.
SKT developed the Telco LLM last year based on a multi-LLM approach including its in-house AI model A.X and Claude, and the Telco LLM applying Claude is currently being utilized in the customer center.
According to Head Davis, after the introduction of the Telco LLM, the rate of low-quality responses in the customer center decreased by 68%, and the quality of AI responses in post-call processing improved to about 89% of that of human counselors. Additionally, the scores evaluated by customer center counselors after using the AI for consultations increased by 34% compared to previous services.
SKT plans to continue pursuing a multi-LLM strategy that utilizes models suited to various situations through collaborations with diverse companies in line with AI advancements. Head Davis stated, "SKT has recently introduced AI in customer centers and launched AI call summary services, showcasing game-changing services in Korea," adding, "We will continue to develop AI technologies to improve the quality of life for customers and employees."
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