Kyungdong Navien Named "Excellent" in KSQI Call Center Category for 16 Consecutive Years

365-Day Consultation Service and Introduction of Navien AI
Visual ARS and Expansion of Customer Communication Channels

Kyungdong Navien announced on May 21 that it has been selected as an "Excellent Call Center" for the 16th consecutive year in the call center category of the Korea Service Quality Index (KSQI), organized by the Korea Management Association Consulting (KMAC). The KSQI is an index that reflects customers’ perceptions of service quality provided by domestic companies and institutions. The call center survey has been conducted annually since 2004 to assess the current level of service at domestic call centers and to identify companies that provide high-quality service. This year’s survey was conducted across 48 industries and evaluated 339 companies.

Kyungdong Navien has continuously upgraded its consultation services to enhance consumer convenience. In 2021, the company significantly reduced problem-solving time through the introduction of the "Navien AI Service." When customers upload a photo of their gas boiler’s indoor thermostat, the AI analyzes the error code and provides appropriate self-service instructions. The "Visual ARS" service has improved service accessibility for customers with hearing impairments and has also alleviated the inconvenience of repeatedly listening to voice ARS for non-disabled users. Additionally, since 2022, the company has offered voice-guided indoor thermostats and braille stickers to assist visually impaired customers in using boilers more conveniently.

The company has also established an intelligent customer center, the AICC (AI Contact Center), where AI provides answers to customer inquiries. Customers can access "Navien House," find the "AI Guide Abbott," and enter their queries in the chat window. For example, if a customer types, "What is gas boiler error code E01?" the system provides detailed information on the cause of the error and instructions for resolution. If service registration is required, customers can enter their request in the chat window and use the "A/S Request" or "Real-Time Chat Consultation" links displayed at the bottom to either register for service directly or connect immediately with a consultant. In addition, customers can freely ask questions about services, such as "Tell me how to apply for Navien Care Service."