KT was named an excellent call center for the 15th consecutive year in the call center category of the 2026 Korean Service Quality Index (KSQI) organised by Korea Management Association Consulting (KMAC).

KSQI is an index that quantifies the level of service quality that customers experience. It annually makes a comprehensive assessment of non-face-to-face channel service performance to select excellent call centers.

KT said on Tuesday it was recognised for proactively introducing AI-based counselling systems and efforts to improve the counselling environment. It said it was selected as an excellent call center for 15 straight years in mobile communications and for 12 straight years in ultra-fast internet.

KT's customer service center has introduced its own AI technology since 2017. More recently, it has combined global generative AI technologies such as ChatGPT and Claude to strengthen competitiveness in non-face-to-face services.

KT operates a seamless customer response system centred on an AI voice bot and chatbot. Through its AI voice bot "Genie", it provides natural voice responses at the level of human agents. The company said it designed a hybrid structure that connects complex inquiries to specialist agents.

It has also introduced a large language model-based chatbot at its customer service center to provide consistent counselling across various channels. Internally, it provides functions such as real-time answer recommendations and summaries of counselling content through "Counselling Assist", a support system for agents.

Choi Se-jun (최세준), head of KT's Customer Strategy Division and an executive director, said, "We will continue to develop the customer service center into an autonomous AI customer center where AI understands customer intent and directly performs tasks."