"From Consultation to Resolution with AI"... KT Unveils "Agentic AICC" for the First Time at MWC

"Agent Connector" with LLM-based analysis
Platform build time reduced to one-third

KT Corporation announced on February 27 that it will unveil its next-generation AI contact center (AICC) service, "KT Agentic AICC," at MWC26, which will be held in Barcelona, Spain, from March 2 to 5.

Bird's-eye view of the KT Corporation MWC26 exhibition hall. Courtesy of KT Corporation.

Agentic AICC is an autonomous solution that accelerates AI transformation (AX) for enterprises. Multiple AI agents collaborate within this structure to fully automate the entire process from customer consultation to problem resolution.

While existing AICC services have focused on automating consultation work through chatbots and voicebots, Agentic AICC is characterized by its ability to fully complete real-world work based on the consultation content. Its core technology, "KT Agent Connector," performs sophisticated intent analysis based on a large language model (LLM), enabling it to smoothly handle not only simple responses but also subsequent follow-up work.

Companies that have already built AICC solutions, or that wish to expand into consultation work integrated with LLMs and agents, can upgrade their existing solutions through KT Agent Connector. For example, precise financial tasks such as currency exchange and transfers are handled by existing rule-based bots, while areas that require real-time responses, such as exchange rates and financial product event information, are handled by AI agents, allowing work to proceed without interruption.

KT Corporation explained that after applying Agent Connector in actual AICC deployment sites, the platform build time was reduced to about one-third of the previous level. The company added that it has also proven the scalability of adopting the latest AI technologies, as new AI agents can be added while maintaining existing chatbot and voicebot scenarios.

Going forward, KT Corporation plans to expand the use of Agentic AICC services into core work areas focused on customer value, such as personalized work processing and customized marketing, by leveraging accumulated speech data (STT) and unstructured data.

Hong Haecheon, Head of Execution Division 2 of KT Corporation’s Enterprise Business Unit (Senior Vice President), said, "KT Corporation will evolve the AICC platform, with the more advanced Agentic AICC at its core, into an intelligent customer touchpoint platform that integrates customer consultation and work processing functions," adding, "We will continue to expand it as a platform that creates new business value for enterprises."

This content was produced with the assistance of AI translation services.