KT has launched a new task force (TF) to shift to a prevention-focused customer protection system.

KT said on April 29 it has launched the Customer Protection 365TF. The TF was created to enhance a customer value protection framework, with customer safety and trust as its top priorities. Key initiatives are AI-based real-time detection, a one-stop resolution centre and operation of on-site Customer Listening Forums.

The AI-based real-time detection system immediately analyses customer inquiries received through online and offline channels to identify sources of inconvenience and potential risks. This allows KT to recognise possible harm in advance and build a proactive response system that links to service improvements and protective measures.

KT will gradually expand a broad range of safety and reassurance services, including real-time voice phishing detection and an AI context-based spam blocking service it is operating.

The one-stop resolution centre will manage customer harm through a single channel and operate on the principle of resolving cases within 24 hours. It analyses inquiries using AI and, through a company-wide collaboration system, improves response quality and consistency in customer experience.

KT will also continue operating on-site Customer Listening Forums. The forums are a programme in which management visits socially vulnerable and disadvantaged groups each month to hear their views. The goal is to advance a "customer-centred design system" by listening on site to user experiences and inconveniences and reflecting them in improvements to products, services and systems.

KT held a Customer Listening Forum on April 28 at KT Hongdae Ad Shop Plus with young customers, including its official student marketer group, the Y Futurist. KT will expand the forums to various customer groups such as senior customers and small business owners, starting with this event.

Park Hyun-jin (박현진), head of KT's customer division and a vice president, said, "We will establish ourselves as a safe telecommunications and digital platform company that protects customers' daily lives and assets."