KT Selected as Excellent Call Center for 10 Years... Efficiency Increased with AI Voicebot 'Genie'

Korean Standards Association-led Call Center Quality Index Survey

KT has been selected as an excellent call center for 10 consecutive years in the 2023 Korea Call Center Quality Index (KS-CQI) survey conducted by the Korea Standards Association.

The Korea Call Center Quality Index is a service quality certification system that measures the consultation quality of representative call centers in service industries such as corporations and public institutions, selects excellent call centers, and awards certificates.

On the morning of the 8th, Park Hyo-il, Executive Director of KT (left), who participated in the certification award ceremony held at Lotte Hotel in Jung-gu, Seoul, is taking a commemorative photo.
[Photo by KT]

Since April 2021, KT has been upgrading its customer centers sequentially after introducing 'Genie,' an artificial intelligence (AI) voice bot available for 24-hour consultation every day.

Genie quickly responds to simple tasks and connects customers to professional consultants for complex tasks, resolving customer inconveniences and reducing the workload of consultants.

Through this, KT has seen effects such as △ a reduction of 470,000 monthly phone consultations △ an average reduction of 19 seconds in identity verification time through AI voice authentication △ an average reduction of 15 seconds in post-consultation processing time through AI consultation assistance.

Park Hyo-il, Executive Director of KT Customer Experience Innovation Headquarters, said, "Through the synergy of AI-based innovative services and delicate, in-depth consultation services that only humans can provide, we will lead improvements in customer experience and changes in life."

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