[Edaily Reporter Kim Hyun-ah ] KTCorporation(030200)is automating customer service calls using artificial intelligence (AI). The voice bot handles an average of 1.2 million calls per month, and the introduction of an AI-powered customer service support system has reduced call handling time by 11%.

KTCorporation announced on the 29th that it is implementing a generative AI-based voice bot and an agent support system called “AI Consultation Assist” in its customer service center.

The voice bot provides support for telecommunications service outages even on weekends and at night, when it is difficult to connect with an agent. It assesses the customer’s outage situation and handles everything from receiving service requests and performing remote troubleshooting to confirming whether the issue has been resolved and scheduling on-site visits.

KTCorporation explained that this reduces the inconvenience customers face when waiting to be connected to an agent or having to repeatedly explain their service disruption. The company estimates that this will alleviate the burden of follow-up inquiries for approximately 200,000 customers annually.

The VoiceBot incorporates Large Language Model (LLM)-based technology to understand customer intent. It is designed to grasp the customer’s intent based on the overall context, even if the customer provides a lengthy explanation or changes the subject during the conversation. It also features two-way conversation technology, enabling a back-and-forth exchange between the customer and the VoiceBot to simulate a real-life consultation.

According to KTCorporation, the voice bot handles an average of 1.2 million inquiries per month, and the first-contact resolution rate—the percentage of customer inquiries resolved in a single interaction—has increased by 4 percentage points, from 77% to 81%.

The AI consultation assistant, which supports customer service representatives, is utilized before, during, and after consultations. It provides necessary information during consultations and, once the consultation ends, summarizes the conversation or classifies the consultation type to assist with creating a case history. It also analyzes consultation quality and suggests areas for improvement.

KTCorporation reported that following the introduction of the AI consultation assistant, the average call duration decreased by 31 seconds, a reduction of approximately 11%. The company explained that the reduction in repetitive record-keeping tasks has eased the workload on agents and led to a slight decrease in turnover. However, KTCorporation did not disclose the exact extent of the decrease in turnover.

KTCorporation plans to evolve its voice bot into a “voice agent” capable of handling even complex inquiries and to expand the use of the AI consultation assistant to sales consultations, training for new agents, and after-sales service support. The company also intends to promote its AI Contact Center (AICC) business targeting other industries, including finance, public sector, healthcare, manufacturing, and retail.

Choi Se-jun, Executive Vice President and Head of the Customer Strategy Division at KTCorporation’s Customer Division, stated, “We are evolving into an AI-based customer service center that understands customer intent and performs the necessary tasks,” adding, “We will provide a convenient service experience for customers and an efficient work environment for customer service agents.”