KT Strengthens Protection for Civil Complaint Staff with Call Termination Feature

Outgoing Calls Can Now Be Terminated Without Dedicated Equipment

A call center employee is inspecting the outgoing call termination feature introduced in KT Call Manager. Photo by KT

KT has introduced an outgoing call termination feature to its AI-based phone management service, 'KT Call Manager,' in order to reduce emotional fatigue and the risk of disputes in handling civil complaints. KT Call Manager is a service that uses AI technology to manage landline phone tasks such as sales, marketing, civil complaint response, and customer consultations.

On July 25, KT announced, "We have added a feature to Call Manager that automatically terminates calls after issuing a warning if the call duration is excessive or if abusive language occurs," and added, "The service can be used with software alone, without the need for dedicated equipment." Previously, in March, KT had introduced a function to terminate incoming calls in KT Call Manager.

This feature was piloted for one month in June, targeting public institutions. Local government-affiliated credit guarantee foundations assessed that the ability to record and terminate calls simultaneously during callback consultations was effective in preventing disputes.

A KT representative explained, "Even in tasks where outgoing calls are unavoidable, such as notifying about the results of complaint processing or licensing decisions, the need for protection has been consistently raised," and added, "This can serve as a practical means of protection in situations where emotional burden is high."

Meanwhile, beginning this year, the government has included the implementation of 'full recording' and 'call termination features' as evaluation criteria in the comprehensive assessment of civil complaint services, and each institution is required to take practical protective measures accordingly.