SK Broadband said on Thursday it is piloting a “watch-and-talk” AI customer service.

The service lets customers ask questions by voice, with AI providing answers and guiding needed information on screen in real time. Previously, customers calling the customer center had to listen through lengthy ARS voice prompts and press buttons to find the desired menu. Waiting time to connect to an agent was also one of customers’ complaints.

Unlike existing voice-centered AI callbots, the AI customer service introduces a “multimodal” approach that shows required information on a smartphone screen in real time along with voice responses to help customers consult more conveniently.

Through the service, customers can handle about 200 frequently requested tasks 24 hours a day without connecting to an agent, while viewing the screen. Tasks include bill checks, sign-up applications, plan changes and bundle applications, and fault diagnosis.

Another feature is a personalized screen tailored to the customer. For example, customers with an on-site service reservation are shown guidance on rescheduling and cancellation as the top priority. Customers can get faster assistance by talking with AI without unnecessary navigation steps.

SKB is piloting the AI customer service for some customers. It plans to expand the rollout in stages and steadily broaden the scope of supported tasks.

Separately, SKB’s AI Consultation Chatbot 2.0, introduced in October last year, saw average monthly consultations reach 316,000, up 2.6 times from Chatbot 1.0. The number of users is also steadily rising.

SKB plans to link the chatbot to the B tv KakaoTalk channel to provide the same level of convenience as using it on B world. It also plans to add autocomplete and a function to view past conversation history, and to expand services to include reissuing payment receipts and tax invoices, checking points and coupons, and confirming and canceling A/S visit schedules, among other tasks.

Lee Sung-eun (이성은), head of ATDT marketing at SKB, said, “By adding visual information to AI-based voice consultations and supporting customers’ self-service, we will enhance customer experience and consulting efficiency at the same time.” Lee added, “We will continue to advance AI technology across all customer touchpoints so customers can use consultation services conveniently anytime, anywhere.”