SK Telecom (SKT) announced on October 6 that it has developed a 'UX Writing Guide' aimed at enhancing customer understanding of the Korean language and considering the emotions users may experience during service interactions, ahead of Hangeul Day.
The guide embodies the spirit of the creation of the Korean script, focusing on facilitating easy comprehension of phrases encountered by users of mobile services and helping them transition smoothly to their next actions.
The SKT Customer Language Research Team developed the guide after conducting surveys with customers and employees, as well as consulting language experts. The guide emphasizes understanding the emotions customers feel during their service experiences.
Notably, the guide introduces a 'Customer Emotion Map' that allows for a visual overview of the service journey and emotional flow, improving communication by suggesting phrases like 'Please check your password again' instead of pointing out customer mistakes when a password is entered incorrectly.
SKT has outlined four principles in the guide to foster closer communication with customers. First, it encourages the use of expressions that customers commonly use in daily life over difficult Chinese characters or foreign words. It also includes standards for expressions that align with current social sensitivities. Additionally, an emoji guide has been created to convey emotions that are difficult to express through text alone and to foster a friendly approach to customers.
Through its self-developed AI agent 'Sotongi,' SKT enables real-time review and modification of phrases. Sotongi has been trained on 23 internal communication guides, including the UX Writing Guide, and over 50,000 language review data points.
With Sotongi, SKT can quickly assess the appropriateness of newly emerging neologisms and check for risks in images, not just in text. SKT employees can review customer guidance phrases with Sotongi and receive suggestions for better expressions.
Lee Hye-yeon, head of SKT's Customer Value Innovation Office, stated, "A single phrase that customers encounter in our services is a message from SKT to them. With the launch of this guide and 'Sotongi' on Hangeul Day, we aim to transform customer experiences with empathetic language that first considers the hearts of our customers."
* This article has been translated by AI.
Copyright ⓒ Aju Press All rights reserved.