From Bill Inquiries to Hospital Bookings and On-Call Duties... KTis' "AI Voicebot" Boosts Efficiency

KT Advances AI Transformation in Customer Service, Expanding into Healthcare, Finance and Public Sectors
"Automated Recording and Easier Post-Call Processing; Agentic AICC Is the Goal"

"Hello. I'm Genie, an AI agent at the KT Customer Center. If your TV service is working properly after you restart the device, please answer 'yes'..."

KT is using its AI-based customer service technology, the AI Contact Center (AICC), to improve work efficiency across a wide range of areas, from checking telecommunications bills to booking hospital appointments and handling local government on-call duties.

Kwon Gyeongyun, head of the Wired and Wireless CS Team at KTis's Customer Business Division, introduces AICC at KT's Gwanghwamun Customer Center on the 3rd. Photo by Noh Gyeongjo.

The KT Gwanghwamun Customer Center, visited on November 3, was bustling with a steady stream of inquiry calls, yet maintained an organized atmosphere. An employee identified only by the surname Park, who said they had worked there for more than 10 years, said, "AI voicebots handle simple, repetitive inquiries such as bill checks, which has made things much easier. In particular, post-call processing time has been greatly reduced. Monitoring complaint consultations had been difficult, but now we can open multiple windows, which has made that much easier, too."

KT's customer centers currently handle a vast 47 million customer inquiries a year, with about 6,000 agents across 14 hubs nationwide. Among these, AI voicebots conduct about 14.4 million end-to-end consultations annually based on 190 scenarios.

In actual consultations, AI was serving as a reliable assistant. When a call with a customer begins, AI recognizes the customer's speech in real time and converts it into text, then displays a summary of the key points from the preceding conversation on the agent's screen. It also immediately recommends relevant product information or solutions based on the customer's inquiry. As a result, agents can focus entirely on resolving customers' problems instead of leafing through extensive manuals.

The system is equipped with advanced speech recognition technology and automatically records consultations. In particular, after a consultation ends, AI immediately summarizes complex conversations and categorizes them, significantly reducing post-call processing time. Furthermore, it has established a virtuous cycle in which customer pain points and suggestions for system improvements identified in the field are submitted to KT headquarters, enabling continuous advances in AI technology.

Kwon Gyeongyun, head of the Wired and Wireless CS Team in KTis's Customer Business Division, said, "We introduced artificial intelligence (AI) to KT's customer centers so customers would wait less, repeat themselves more, and receive the help they need." Kwon emphasized, "Our ultimate goal is agentic AICC that goes beyond simple consultations and collaboration to understand requests on its own, find solutions in the system, and resolve them."

A counselor demonstrates AICC technology at KT's Gwanghwamun customer center on the 3rd. Provided by KTis.

KTis is expanding its AICC business model into a range of industries. It has already secured more than 120 clients and is operating 169 customer centers on their behalf, while training more than 4,690 AICC specialists to support these operations. In particular, to lower the barrier to entry for clients burdened by the cost of building their own systems, KTis also provides customized shared infrastructure with capacity for 1,000 seats.

AICC is also being used in an increasingly diverse range of areas. In the healthcare sector, it supports administrative work, including appointment bookings and confirmations, for 14 hospitals, including tertiary general hospitals. AI voicebots handle routine administrative work such as taking appointment bookings, changing schedules, and cancellations. KTis said that it has also introduced services such as checking whether patients have booked health screenings, securing a 35% opportunity for rebookings. In the public sector, the "AI On-Call Bot," which responds to civil complaints received by local governments at night and on holidays, is a notable example. The AI On-Call Bot provides information on and receives reports about community issues such as roadkill, damaged roads, and illegal parking, and connects emergencies such as fires and flooding to the relevant agencies.

Recently, KTis applied an AI consultation support solution at Hansung Motor's customer center. In automotive consultations, it is important to accurately understand customers' inquiries and relay the details to service centers. Nam Sangwook, head of Solution Sales in KTis's AICC Business Division, said, "Post-call processing time was reduced by 31 seconds, from 1 minute 51 seconds to 1 minute 20 seconds, a decrease of about 28%." He explained, "We improved our operating model so that 37 of the 44 employees continue to handle their existing work, while the remaining seven take on new work, including expanding customer service channels to operate 24 hours a day, 365 days a year, and conducting outbound marketing."

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