KT said on Feb. 27 it will showcase its next-generation AI contact centre (AICC) service, 'KT Agentic AICC', at MWC26 in Barcelona, Spain, from March 2 to 5.

Agentic AICC is an autonomous solution designed for multiple AI agents to collaborate and automate the entire process from customer consultations to issue resolution, stepping up companies' AX innovation.

While existing AICC systems automate consultation tasks centered on chatbots and voicebots, Agentic AICC completes actual work based on consultation records. It applies a core technology called the 'KT Agent Connector' so AI can carry out the entire customer response process without interruption.

The Agent Connector enables users to add various AI agents to existing AICC platforms easily through a plug-in method. It uses large language model (LLM)-based intent analysis to smoothly handle follow-up tasks beyond simple responses.

Companies that have already built AICC solutions can use the KT Agent Connector to upgrade existing systems if they want to expand into consultation work linked to LLMs or agents. For example, existing rule-based bots handle precise financial tasks such as currency exchange or transfers, while AI agents handle areas requiring real-time responses, such as exchange rates or financial event information, supporting uninterrupted processing.

KT said that applying the Agent Connector at actual AICC deployments reduced platform build time to one-third of the previous level. It also proved scalability that makes it easier to adopt AI technologies, as companies can add new AI agents step by step while keeping existing chatbot and voicebot scenarios.

Hong Hae-cheon (홍해천), head of Implementation 2 Division at KT's Enterprise unit, said, "KT will build the AICC platform around the more advanced Agentic AICC into an intelligent customer touchpoint platform that integrates customer consultation and work processing functions."