"Hang Up If Abusive" KT Call Manager Strengthens Protection Features for Counselors

Additional AI-Based Features for Call Recording and Summarization

KT announced on the 9th that it has improved the 'KT Call Manager' by enhancing features that protect public officials and civil complaint response staff from verbal abuse. KT Call Manager is a service that uses artificial intelligence (AI) technology to manage wired telephone tasks such as sales, marketing, consultation, and civil complaint response through PC and applications (apps).

A new feature has been introduced that issues a warning message to customers or complainants and then ends the call if the call becomes excessively long or verbal abuse occurs. Additionally, before the call is connected, an automatic announcement is made informing that "the call is being recorded" and "the call may be terminated in case of verbal abuse," and all calls are automatically recorded. AI-based supplementary functions such as automatic speech-to-text (STT) conversion, summarization, and search of call content are also provided to improve the efficiency of civil complaint response tasks. Along with this, a feature has been added to protect privacy by displaying a wired phone number to the other party even when public officials make calls from their personal mobile phones.

A customer service representative is using the protection feature of the 'KT Call Manager' service. Provided by KT

This feature can be used simply by installing software without the need for dedicated phones or equipment. It is advantageous because various public institutions such as the National Assembly, Constitutional Court, government ministries, local governments, and educational institutions can conveniently adopt it without initial cost burdens. Previously, the government amended the 'Act on the Handling of Civil Complaints' twice, in July 2022 and October 2024, requiring public institutions to introduce protection features for office administrative calls.

Users who wish to subscribe to the KT Call Manager service can consult through the KT website or the KT Corporate Customer Consulting Center.

Lee Hwan Kang, Executive Director of KT’s Small Business Division, said, "By strengthening the service, employees who face difficulties in civil complaint response sites will be able to perform their duties more safely. Going forward, we will continue to develop additional features to apply advanced IT technology not only to office phones but also to small business store phones, providing innovative telephone services that allow all customers to work more safely and efficiently."

This content was produced with the assistance of AI translation services.