Improved Customer Service Quality with AI... Three Major Telecoms Selected as Excellent Call Centers in KSQI

"Combining AI Technology with Empathetic Human Consulting"

The three major mobile carriers have enhanced their customer service quality through AI-based customer center operations, earning high evaluations across the board in the '2026 Korea Service Quality Index (KSQI)' hosted by Korea Management Association Consulting (KMAC).

Provided by SK Telecom

According to the telecommunications industry on May 27, SK Telecom was selected as an Excellent Call Center for the 14th consecutive year. SK Telecom is currently operating AI-based customer centers (AICC) at all its customer centers. With AI chatbots and callbots, the company provides 24-hour consultation services; for inquiries that cannot be resolved by the AI automated response system, human agents use the 'AI Real-Time Assistant' to instantly analyze and respond to customer feedback. After each consultation, AI automatically classifies the records to ensure they can be utilized for future consultations.

As AI takes over simple and repetitive tasks, consultants can focus exclusively on customer interactions. SK Telecom explained that it has also established separate response manuals tailored to individual customer situations, enabling more attentive service. Lee Hyeyeon, Head of Customer Value Innovation at SK Telecom, stated, "Being selected as an Excellent Call Center for 14 consecutive years is the result of our dedication to strengthening customer trust through personalized, one-on-one consultations. We will further advance AICC to provide sophisticated customized services and evolve into a service that customers can trust even more through empathetic and meticulous responses."

Provided by KT

KT received Excellent Call Center evaluations for 15 consecutive years in the mobile communications sector and 12 consecutive years in the high-speed internet sector. Since 2017, KT has implemented its proprietary AI technology in its customer centers, and recently, it has incorporated global generative AI technologies such as ChatGPT and Claude to enhance the non-face-to-face customer experience. Centered around its AI voicebot 'Genie' and chatbot, KT operates a 24/7 consultation system, while complex inquiries are directed to specialist agents, improving both service quality and operational efficiency. Additionally, by introducing a large language model (LLM)-based chatbot, KT offers consistent and flexible consultation experiences across a variety of channel environments.

Choi Sejun, Executive Vice President and Head of Customer Strategy at KT, emphasized, "The achievement of being selected as an Excellent Call Center for 15 consecutive years in the KSQI is the result of our proactive efforts in introducing AI technology innovations. We will continue to evolve beyond simply providing a complaint-handling channel to a model where AI understands customer intent and directly performs tasks as an 'Agentic AICC.'"

Provided by LG Uplus

LG Uplus's Home Customer Center (high-speed internet) ranked first across all industries in the KSQI Call Center category. Both its Home Customer Center and Mobile Customer Center (mobile communications) were the only ones among telecommunications companies to be named a 'Customer Delight Call Center' for two consecutive years. This achievement is attributed not only to using AI technology as a means to reduce costs or improve efficiency, but also to enhancing the consulting environment so that consultants can better focus on and empathize with customer stories. In addition to reducing wait times, when connecting with a consultant, the AI 'Consulting Advisor (LLM)' provides real-time, personalized information to improve both accuracy and response speed. As a result, the company was also selected as a leading non-face-to-face channel company (in the Auto QA category).

Suh Namhee, Executive Vice President in charge of CV at LG Uplus, stated, "This achievement is the result of continuously innovating customer-centered consultation services by combining AI technology with human empathy. We will continue to strive to provide differentiated consultation experiences based on the voice of the customer."

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