SK Shielders Introduces Generative AI for Customer Care Operations

AI Assistant Analyzes Vast Internal Data
Generates Customized Consultation Scripts in Real Time

SK Shieldus announced on the 26th that it has introduced a generative AI-based customer care program into its operations in collaboration with AI tech company CrowdWorks.

SK Shieldus's customer care ‘AI Assistant’ comprehensively analyzes vast amounts of data to generate customized consultation scripts in real time. By simply entering the customer's contract number, key information and tailored scripts necessary for the consultation can be quickly accessed.

Previously, professional consultants had to spend considerable time and effort preparing responses during customer interactions, but with the introduction of the AI Assistant, customer wait times have been reduced and consistent answers can be provided.

SK Shieldus's AI Assistant provides optimal answers by comprehensively analyzing various data required for consultations, including ▲contract information ▲service satisfaction ▲consultation history ▲sales guides. It also offers responses highlighting service advantages or benefits that consultants might overlook, thereby enhancing customer trust and satisfaction.

Additionally, the AI Assistant incorporates the know-how, expression styles, and communication methods of experienced consultants. This minimizes individual capability differences among consultants and ensures the delivery of stable quality services.

Bujangwon, Vice President and Head of Digital Strategy at SK Shieldus, stated, “By proactively introducing generative AI technology into customer care operations, we have dramatically improved service quality, including reducing consultation wait times. We will continue to advance the AI Assistant to maximize work productivity and provide even more satisfying consultation services.”

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