KT was selected as the top company in the mobile and ultra-high-speed internet and IPTV categories of the KS Call Center Quality Index (KS-CQI) hosted by the Korean Standards Association (KSA).

KT said on Tuesday it was named the top company for the 12th consecutive year in the mobile category and for the 13th consecutive year in the ultra-high-speed internet and IPTV category.

The call centre quality index is a system that comprehensively evaluates call centre service quality and customer satisfaction across 97 industries and 335 companies. KT also won the AX Contact Center Innovation Award, achieving three awards in total, after being recognised for customer-centre innovation using AI technologies.

KT's customer centre has introduced a range of AI technologies to front-line service since 2017, based on its in-house AI engine, including voice bots, chatbots and automatic voice authentication. It is now upgrading its AI-based service system, including by building an agentic AI contact centre (CC) in which AI independently judges and handles customer requests.

Its flagship AI voice bot service, Genie, responds to customer inquiries 24 hours a day, 365 days a year. It combines deep learning-based consultation knowledge with generative AI to understand the context of inquiries and support actual task processing beyond simple guidance.

At KT's customer centre, an average of about 5 million consultations are handled per month through the AI voice bot and the automatic response system (ARS). The AI voice bot's consultation completion rate is about 75 percent.

It also operates an AI Consultation Assist service to support consultants. Based on a large language model (LLM), it summarises conversation histories with customers in real time and recommends optimal products and response scenarios. After consultations, it supports improvements in consultation quality and consultant capabilities through AI-based consultation quality evaluations, AI self-learning and issue monitoring.

KT also operates sign language consultations for people with hearing disabilities and a dedicated multilingual call centre for foreign customers.

Choi Se-jun (최세준), an executive director and head of KT's Customer Strategy Division, said, "We will continue to combine customer-centre innovation with attentive, people-centred care to deliver a differentiated consultation experience for customers."