[Edaily Reporter Yun Junghoon ]KTCorporation(030200)is embarking on a customer experience (CX) innovation initiative across its entire range of digital services—including apps, websites, and text messages—by placing artificial intelligence (AI) at the forefront. The company plans to standardize the previously fragmented screen layouts and guidance messages across different services under a single set of guidelines and to implement an AI transformation (AX) across the entire process—from design to customer communication—to simultaneously boost operational efficiency and user convenience.

KTCorporation announced on the 12th that it has established “KDS (KTCorporation UX Design System) 2.0,” a user experience (UX) design system with significantly enhanced AI capabilities, and has introduced an AI agent to support the creation and review of customer guidance messages.

While KDS 1.0, released internally last year, focused on establishing design principles of “trust, innovation, and convenience,” the core feature of KDS 2.0 is that it has been advanced so that AI directly reads and implements the design guidelines that were previously referenced by humans.

KTCorporation has developed “KDS Harness,” which enables AI to layout screens according to design standards and validate the results. This is intended to reduce the burden of repetitive design revisions and ensure a consistent user interface (UI) across various services.

The results of its implementation in actual services are also becoming visible. KDS 2.0 has been applied to “My KT,” which was redesigned last September, as well as KT.com, Direct Shop, and the AI model platform “Token Factory.”

In particular, Token Factory maximized development efficiency by combining the use of KDS with parallel planning, design, and development processes, as well as automated coding and documentation. By handling a total of 424 functional requirements, 25 components, and approximately 1.1 million lines of code, the team completed a task that previously took 8 months in just 2.4 months, shortening the development period by more than 5 months.

The company also reorganized its customer communication methods to be AI-centric. KTCorporation sends approximately 170 million text messages per month regarding billing and benefits. To this end, the company revised its “UX Writing Guide” to simplify complex telecommunications terminology (e.g., “advance payment” → “pay in advance,” “pay-as-you-go” → “billed based on usage”) and officially launched an AI-based “Message Generation Agent AI” internally on the 30th of last month.

When a staff member enters only the key points, the AI drafts and reviews the text in accordance with KTCorporation’s guidelines and legal standards. It also supports image recommendations for next-generation messaging (RCS) and automatic multilingual translation. As a result, △ the time required for message drafting and review has been reduced from 30–60 minutes to 5 minutes (a reduction of up to 92%); △ image production time has been cut from 4 hours to 15 minutes; and △ translation, which previously took more than two days, now takes just 30 seconds.

Customer response has also shown a marked improvement. By keeping informational messages concise and incorporating images in benefit-oriented messages, customer response metrics in pre-launch tests for the RCS transition surged by 1.3 to 3.4 times compared to previous levels.

KTCorporation also plans to launch a “Customer Language Agent AI” on the 20th, which uses AI to review text across all touchpoints—including apps, the web, and text messages—and refine it into simpler language. Additionally, the company has enhanced information delivery by applying a “premium minimalist” aesthetic to all visual elements, such as colors and fonts.

KTCorporation plans to expand the scope of KDS to include external partners, various digital channels, and AI DEVICES in the future.

Won Man-ho, Executive Vice President and Head of KTCorporation’s AX Platform Division, stated, “Customers perceive all of KTCorporation’s digital touchpoints—from apps and the web to text messages and customer service—as a single experience.” He added, “Through KDS 2.0 and the AX transformation of our communication operations, we will provide a simple and consistent ‘One KTCorporation Experience’ across every touchpoint.”