KTcs said on Monday it is spreading AI-based work innovation across KT customer centre operations.

KTcs has moved to strengthen company-wide AI capabilities since declaring a structural shift to an “AI specialist company” in 2021. The KT customer centres it operates have introduced chatbot, AI counselling support, voicebot and AI contact centre technologies in stages, leading innovation in customer centre operations in South Korea.

At KT customer centres, an AI voicebot automatically handles about 30 percent of incoming calls, or 1.5 million calls a month. AI responds proactively to simple and repetitive inquiries, allowing counsellors to focus on complex and specialised consultations.

KTcs said the function with the biggest perceived change in the field is the AI counselling assist feature. It summarises a customer’s speech in real time during a call and automatically supports summary and classification of counselling records after the call ends. In particular, a counselling recommendation feature that applies KT’s generative AI model, “Mi-deum”, contributed to shorter post-processing time and lower fatigue.

Real-time speech-to-text technology also allows managers to check call content immediately and provide one-on-one real-time coaching. An AI counselling quality self-learning programme helps new counsellors learn work knowledge, response skills and system use step by step.

Jeong In-yong (정인용), head of KTcs’ customer division and an executive director, said, “We will further solidify the foundation for sustainable growth through the advancement of AI technology and the expansion of its use.” He said, “We will complete a customer centre model in which AI and people grow together.”