AI Guides Unpaid Fee Notices at Customer Centers... SKT Launches Nugu Infocall

[Asia Economy Reporter Joeslgina] SK Telecom announced on the 7th that it will launch the ‘NUGU infocall’ service, where an artificial intelligence (AI) counselor performs simple and repetitive guidance tasks at the customer center.

NUGU infocall is a service in which SK Telecom’s AI NUGU calls customers to inform them of unpaid bills and confirm the payment due date. After a pilot period in December, it plans to provide about 650,000 unpaid bill notifications monthly starting next year. When a customer center representative inputs the customer’s information into the customer management system, NUGU infocall on the mobile network calls the customer to inform them of the unpaid details and converts the customer’s response into text so that the representative can check the results.

SK Telecom expects that through NUGU infocall, AI counselors will handle simple and repetitive tasks at the customer center, allowing existing counselors to focus on complex consultations, thereby improving work efficiency and customer satisfaction at the customer center.

NUGU Carecall has also contributed to preventing the spread of COVID-19 by conducting 300,000 symptom monitoring cases for about 28,000 people in cooperation with 33 local governments nationwide, starting with Gyeongsangnam-do in May.

Lee Hyun-ah, head of SK Telecom’s AI Service Division, said, “’NUGU infocall’ is the beginning of human-AI collaboration where AI replaces humans in simple tasks so that people can focus on more advanced work,” adding, “We will continue to expand the scope of AI collaboration through ongoing technological development.”

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