SK Telecom has added functions to its AI service A. (A.) that can wait to connect to a customer service centre and organise reservation and coupon information contained in text messages.

SKT said on Monday it has strengthened the AI agent functions of A. The update supports waiting to connect to customer service centres, checking information in text messages and managing to-dos after calls.

The newly added Agent Call helps with the calling process until a representative answers when users call customer service centres, restaurants and other businesses registered in A.'s business contacts. When a user enters a business phone number, A. analyses call volumes over the past 30 days and shows congestion for that time slot in three levels.

Once the call is connected, the AI provides real-time captions of the conversation. Automated response system (ARS) guidance that users may need to hear repeatedly appears on screen as buttons so users can select menu options directly.

If the wait to connect to a representative becomes long, users can select "leave it to the agent" and let the AI stay on hold. When a representative answers, users receive an alert and can return to the call. The AI does not select menu options on the user's behalf or carry out separate tasks. Users decide whether to use ARS menu selection and the waiting function.

SKT also expanded AI Messages, which previously alerted users to suspected spam or phishing texts. It summarises the key content of received messages and suggests next steps the user may need. For reservation texts, it extracts schedules, locations and links, and for coupon texts it organises expiry dates and coupon numbers. The information can be linked to the A. app's scheduling function to register on a calendar or receive alerts when needed.

AI Messages applies Google's on-device AI technology LiteRT. SKT said it worked with Google to optimise text analysis, summarisation and information extraction so they run on the smartphone rather than an external server.

A "to-dos" tab was also added to the A. home screen. Based on call and text content, it automatically registers items that require follow-up and suggests an "AI checklist" tailored to the user's entered tasks. If grocery shopping, making calls or submitting documents are identified in call content, they are automatically added to the to-do list.

Agent Call and AI Messages can be enabled in the "Call and Settings" menu of the A. app for iOS or the A. Phone app for Android. Users must download the AI engine once, and the engine is deleted if the functions are turned off.

On Android, Agent Call is supported on Galaxy S24, Galaxy Z Flip6 and Galaxy Z Fold6 devices and later models where the A. Phone app is preinstalled. AI Messages can be used on devices running Android 14 or later with at least 8GB of RAM. On iOS, both functions are supported on iPhone 15 Pro and later models with iOS 26 or later installed.

Kim Ji-hoon (김지훈), head of SKT's AI Business Division, said, "With this update, we have advanced A. into an AI service that more proactively checks information in customers' daily lives and provides help at the moments they need it." He added, "We will continue to develop A. into an 'AI for everyone' service that adds convenience to everyday life."