KT said on Thursday it introduced AI-based customer service centre technology and operating know-how to a South Korea benchmarking delegation from the Indonesia Contact Center Association (ICCA).

The event was held at KT's Seoul Central Customer Center in Jung-gu, Seoul. About 80 officials attended, including those from Bank Indonesia and the Financial Services Authority, as well as government and public bodies, financial institutions and companies.

KT, together with KT cs, showcased AI Contact Center (AICC) technology and services being applied at real counselling sites. It introduced "AI Consultation Assist" to support agents, an "AI voicebot," speech-to-text (STT) that converts 상담 audio into text in real time, a sales-focused AI agent and AI quality monitoring.

It also unveiled "Agentic AICC," a next-generation customer centre model in which AI identifies customer intent and situations and carries out necessary tasks. It is designed to expand AI's role beyond supporting agents to include customer responses and task processing.

Through a contact centre tour and technology demonstrations, the delegation reviewed a counselling environment in which AI handles customer inquiries in real time and experienced the efficiency gains from streamlining work. KT said it would use the visit to confirm demand for AICC adoption in Indonesia's public and financial sectors and expand business cooperation opportunities in Southeast Asia.

KT also supplies AICC solutions to a range of industries, including finance, public services, healthcare, retail, manufacturing and others. It has built AICC solutions for 4 major commercial banks in South Korea. It expanded its business scope from on-premise deployments to cloud-based software-as-a-service (SaaS) and business process outsourcing (BPO) for contact centre operations.

A KT official said the visit was a meaningful occasion to introduce KT's AICC technology and KT cs' contact centre operating capabilities to major institutions overseas. The official said the company would continue to advance AICC and Agentic AICC technology and actively seek business cooperation opportunities in global markets.