kt cs Expands Seoul AI Contact Center to 1,200 Seats
A Total of 1,200 Seats Including Boramae and Yeomchang Centers
[Asia Economy Reporter Cha Min-young] kt cs announced on the 10th that with the construction of the Boramae Contact Center, it has established a total of 1,200 seats of AICC (AI Contact Center) infrastructure in Seoul, including its first building, the Yeomchang Contact Center.
kt cs is advancing into an AICC that combines contact center operation know-how with artificial intelligence (AI) solutions to provide consultation. To address issues that arose in call centers after the COVID-19 pandemic, it launched the AI solution 'HiQri' last March to assist consultation tasks.
The Boramae Contact Center has a total of 600 seats and has been operating since April of this year. Healing programs are also being introduced, such as utilizing Boramae Park, to enhance employee job satisfaction.
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Kim Jae-kyung, head of the Contact Solutions Division at kt cs, said, “In the future, the key for customer centers will be how to combine the human intelligence of consultants’ know-how with AI to provide the best customer experience.”
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