[Edaily Reporter Lee So-hyun] #KT is introducing multilingual AI customer service agents at its offline stores to improve the convenience of telecommunications services for foreign customers.

KT announced on the 15th that it will be the first in the telecommunications industry to introduce the “KT Multilingual AI Advisor” in its stores.

The KT Multilingual AI Advisor is a service that provides foreign customers visiting stores with information necessary for using telecommunications services—such as rate plans, value-added services, subscription procedures, and membership benefits—in their native languages. It supports over 20 languages, including English, Chinese, Thai, and Vietnamese. The service is designed to help foreign customers easily understand KT’s wired and wireless communication products and terms of service.

KT expects this initiative to lower language barriers for foreign customers and enhance the convenience of consultations. In stores with high demand for foreign-language consultations, it will reduce the burden on customer service representatives who must handle multiple languages. The company also anticipates that it will help more accurately identify customers’ purposes for visiting and their intent to subscribe. KT explains that even in small-scale stores or those staffed by a single employee, the Multilingual AI Consultant can serve as an on-site assistant to improve customer service efficiency.

KT signed a business agreement with C-Flat AI, a startup specializing in conversational AI, to jointly identify best practices for AI implementation. Since last March, the company has been piloting the multilingual AI consultant at three stores in the Seoul metropolitan area—Ansan, Hyehwa, and Suwon—that cater specifically to foreign customers. Based on the pilot results, KT confirmed the effectiveness of the service in supporting foreign customers and its feasibility for store implementation, and plans to sequentially expand the service to additional stores in June.

The multilingual AI consultant is an example of Artificial Intelligence Transformation (AX), which brings KT’s hyper-personalized services and tailored customer experiences to offline stores. It is significant as an on-site AI service that operates at actual customer touchpoints, where AI greets customers through a dedicated device and supports on-site consultants in responding to foreign languages.

KT plans to integrate app-based after-sales management features in the future, allowing foreign customers to check their rate plans, usage status, and membership benefits in their native language even when they are not in the store. The company also envisions upgrading the service into a lifestyle AI service that provides exclusive benefits and personalized information for foreign customers.

KT also plans to use the multilingual AI consultants to gather data for improving offline store operations. By analyzing inquiry types, product interest levels, and consultation content by language, the company aims to gain a detailed understanding of foreign customers’ actual needs and incorporate these insights into store operations, the planning of foreigner-specific products, and the refinement of benefits.

Furthermore, the system will be utilized as an internal remote training tool to brief on-site consultants on new products and services and to convey important announcements.

KT plans to gradually expand the service to more stores while enhancing the multilingual AI consultant’s consultation quality, response accuracy, and benefit guidance capabilities. In the future, the company intends to broaden the scope of application to include customized consultation services for domestic customers as well as foreign customers.

Kwon Hee-geun, Executive Vice President and Head of the Sales Division at KT’s Customer Business Division, stated, “The multilingual AI consultant is an on-site AI transformation service designed to enhance the convenience of consultations for foreign customers visiting KT stores and improve the operational efficiency of our consultants.” He added, “We will continue to expand AI services that customers can tangibly experience in their daily lives to further enhance the customer experience.”