24-hour voicebot handles remote troubleshooting and dispatch requests

AI assist tool cuts call times, reduces agent turnover

A KT Corp customer service agent handles a call using AI technology. [KT Corp]
A KT Corp customer service agent handles a call using AI technology. [KT Corp]

KT Corp has upgraded its AI-powered customer service center to handle an average of 1.2 million customer inquiries a month. The company said it uses generative AI to automate the process from fault reporting through remote troubleshooting, improving the customer experience while reducing the workload on human agents.

KT Corp said Thursday it has raised the quality and efficiency of its customer service operations through a generative AI-based voicebot and an "AI consultation assist" tool. The company strengthened the voicebot's ability to identify customer intent by drawing on accumulated call center data, and expanded automation to cover after-sales service requests, remote fault resolution and dispatch scheduling. The AI consultation assist tool, which supports human agents, was also upgraded to improve processing efficiency.

KT Corp introduced an automated after-sales service system built on the voicebot, allowing customers to file service requests, receive remote troubleshooting, confirm resolutions and schedule technician visits — even on weekends and at night when reaching a live agent is difficult.

Previously, customers reporting a fault had to wait to be connected to an agent and then repeat their situation during the call. KT Corp said the voicebot now identifies the nature of the problem and carries out the necessary steps in sequence, eliminating that friction.

The company expects the system to spare about 200,000 customers a year from after-sales service inconveniences.

A KT Corp customer service agent handles a call using AI technology. [KT Corp]
A KT Corp customer service agent handles a call using AI technology. [KT Corp]

KT Corp has also integrated large language model-based intent recognition and two-way conversation technology into the voicebot. With these additions, the voicebot can follow a customer's overall intent even when the customer shifts topics mid-conversation. The system supports simultaneous speaking and listening, giving customers an experience closer to talking with a live agent.

The voicebot currently handles an average of 1.2 million inquiries a month, which KT Corp said is the highest volume in the industry. Since the voicebot was introduced, the first-contact resolution rate — the share of inquiries resolved in a single interaction — has risen 4 percentage points, from 77 percent to 81 percent.

KT Corp has also deployed the AI consultation assist tool across the full cycle of a customer service interaction — before, during and after each call — to improve agent efficiency and quality. The tool surfaces relevant information during calls and, once a call ends, automatically generates a category classification and summary for the call log. It also analyzes call quality and flags areas for improvement.

Since the AI consultation assist tool was introduced, average call handling time has fallen by 31 seconds, or 11 percent. Agent turnover has also declined slightly.

KT Corp plans to evolve the voicebot into a "voice agent" capable of handling more complex customer inquiries. The AI consultation assist tool will also be extended to cover sales consultations, training for new agents and after-sales service support.

"KT Corp's customer service center is evolving beyond simply answering inquiries — it is becoming an AI-based center that understands customer intent and carries out the necessary tasks," said Choi Se-jun, head of KT Corp's customer strategy division. "We will continue to provide customers with fast and convenient service experiences, and support our agents with an efficient, AI-powered work environment."


chami@heraldcorp.com