Multilingual AI Agent Exclusive to KT Stores... Supports Over 20 Languages

"An Example of AX Applying AI at the Customer Touchpoint"
"Plans to Advance into a Lifestyle AI Service"

KT announced on June 15 that it has introduced the industry’s first “multilingual artificial intelligence (AI) agent” to enhance the convenience of telecommunications services for foreign customers.

A customer receiving consultation through a multilingual AI consultant at the KT Powercall Ansan Station branch. Provided by KT

Themultilingual AI agent provides foreign customers visiting KT stores with essential information in their native languages regarding service plans, value-added services, subscription procedures, and membership benefits. The system supports more than 20 languages, including English, Chinese, Thai, and Vietnamese.

KT signed a business agreement with conversational AI specialist startup CFlatAI and has been piloting the multilingual AI agent since March at three foreigner-focused locations: Hyehwa in Seoul, as well as Ansan and Suwon in Gyeonggi Province. The pilot confirmed both the effectiveness of supporting foreign customer consultations and the feasibility of applying the service in stores. KT plans to gradually expand the rollout of the service to additional stores throughout this month.

KT expects that this will provide a smooth consultation environment not only for stores with high demand for foreign language consultations, but also for small or single-staffed stores. The company emphasized that this represents a case of AI transformation (AX) that implements hyper-personalized services and tailored customer experiences directly at offline telecom stores. The significance lies in the fact that the AI welcomes customers through dedicated devices and assists on-site staff with foreign language responses, making it a practical, field-oriented AI service that operates at the actual customer touchpoint.

Going forward, KT plans to link the service with application (app)-based after-sales management features, allowing foreign customers to check service plans, usage status, and membership benefits in their native languages even outside the store. The company aims to further advance the service into a lifestyle AI platform that offers exclusive benefits and personalized information for foreign customers.

Additionally, KT will derive insights for more effective offline store operations. By analyzing types of inquiries by language, product interests, and consultation details, KT will gain a more nuanced understanding of actual demand among foreign customers, and reflect these insights in store operations and the planning or refinement of specialized products and benefits for foreigners. The system will also be used as an internal remote training tool to deliver information about new products, services, and key announcements to on-site staff.

Kwon Heegeun, Senior Executive Vice President and Head of Customer Division at KT, said, “The multilingual AI agent is a field-oriented AI transformation service that improves the convenience of consultations for foreign customers visiting KT telecom stores and enhances the work efficiency of staff,” adding, “We will continue to expand AI services that can be experienced in everyday life to further improve the customer experience.”

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