First in Korea’s Automotive Industry to Introduce AI Consultants
Seamless Connection to Expert Advisors and One-Stop Consultation Services
Kia announced on the 13th that it has introduced artificial intelligence (AI) technology to reorganize the roles and functions of its customer center.
As the first automaker in Korea to establish an AI-based customer center, Kia plans to integrate advanced technologies and provide innovative customer experiences and efficient consultation services.
Kia has unified the customer center phone numbers, which were previously operated separately across 12 business divisions, allowing customers to easily make inquiries through a single number. The integrated consultation system offers one-stop services for various customer requests. It provides customized responses according to the type and nature of customer inquiries, ranging from simple and general questions to specialized and technical consultations.
The newly introduced AI consultant at Kia’s customer center is available 24/7 to handle simple inquiries. Additionally, it analyzes customer inquiries and connects them to the most suitable human consultant during working hours based on the type of question.
Kia plans to analyze customer feedback in real time to improve services, respond promptly to customer complaints, and continuously enhance service quality.
A Kia representative stated, "Through the next-generation customer center, we will provide optimal consultation services and increase customer satisfaction," adding, "We will continue to introduce innovative digital services that customers can truly experience."
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