KT is revamping My KT into an app centred on AI transformation (AX). It will propose benefits based on customers’ usage patterns and subscription information, and use specialised AI agents to make telecom services easier to use.

KT said on Monday the overhaul focuses on moving away from customers having to search for needed information themselves and instead having AI notify them first of relevant benefits and information. Customers can ask AI questions and use needed telecom services through AI agents.

KT has created a new personalised message area at the very top of the My KT app’s home and benefits screens. Based on customers’ usage patterns and subscription information such as products they hold and membership status, it will first suggest needed benefits and services. KT plans to reduce cases where customers miss available benefits and cut the time it takes to find needed services.

It also placed the AI agent My AI at the front of the app. When customers ask questions related to telecom services, they can check answers immediately. It also provides recommended questions by major service area. Customers can select recommended questions or enter their own to check information on rate plans, membership and various benefits.

My AI consists of 14 AI agents specialised in major service areas including rate plan inquiries, add-on services, membership and benefits for long-term customers. Customers can receive guidance by talking with AI, handle related tasks through agents in each area, or be connected to needed services.

KT said it aims through the overhaul to reduce the inconvenience of customers waiting for counselling and to implement “customer-centred AX” by proactively providing personalised benefits and services.

KT will also run a customer experience promotion to mark the My KT AX renewal. From Oct. 12 to 31, it will be set up for customers to experience tailored benefits and AI-recommended question-and-answer functions. Participants will receive prizes through a draw, including a Galaxy Z Fold8 and Galaxy Watch9.

Park Hyun-jin (박현진), head of KT’s Customer Division and a vice president, said the renewal focuses on improving inconveniences customers feel during service use and on providing needed benefits and AI services first. He said KT will continue to strengthen AX leadership through customer experiences that combine AI and telecom capabilities.