KT is set to enhance communication services for foreign customers by introducing the telecommunications industry's first multilingual AI customer service in its stores.
On June 15, KT announced that it will implement an AI customer service capable of communicating in over 20 languages, including English, Chinese, Thai, and Vietnamese, at its retail locations. This service will provide information about plans, additional services, enrollment procedures, and membership benefits in the customers' native languages.
KT has partnered with the conversational AI startup Cflat AI and has been piloting the service since March at three foreigner-specialized stores in the metropolitan area, including Ansan, Hyehwa, and Suwon. After confirming the effectiveness of the AI support for foreign customer consultations and the feasibility of applying it in stores, KT plans to gradually expand the service to more locations this month.
The impact of the introduction is expected to vary by store size. In larger stores with high demand for foreign language consultations, the burden on human consultants will be reduced, while in smaller or single-person stores, the AI will assist in customer interactions, improving efficiency.
KT has described this service as an example of artificial intelligence transformation (AX) that implements hyper-personalized services and tailored customer experiences in physical stores. It is designed to greet customers through AI devices and support on-site consultants with foreign language interactions.
Looking ahead, KT plans to enhance the service by integrating app-based post-management features, analyzing inquiry types and product interests by language to develop specialized products and benefits for foreign customers, and utilizing remote training tools for on-site consultants. In the long term, the company aims to expand the service to provide customized consultation for domestic customers as well.
Kwon Hee-geun, Executive Vice President of KT's Customer Division, stated, "The multilingual AI customer service enhances the convenience of consultations for foreign customers and improves the efficiency of consultants. We will continue to expand AI services that customers can experience in their daily lives to enhance customer experience."
* This article has been translated by AI.
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