KT Launches 'Customer Protection 365 TF'... Transitioning to a Prevention-Oriented Protection System

Operation of AI Real-Time Detection and One-Stop Resolution Center
First 'Customer Listening Forum' Held... Expansion to a Broader Customer Base

KT announced on April 29 that it has launched the "Customer Protection 365 Task Force (TF)" and will transition to a prevention-oriented customer protection system.

Scene from the 1st Customer Listening Forum held on the 28th at KT Hongdae Ad Shop Plus. Photo by KT

This task force was newly established to enhance the company-wide customer value protection system. The main initiatives include AI-based real-time detection, a one-stop resolution center, and the operation of mobile Customer Listening Forums.

The AI-based real-time detection system immediately analyzes customer inquiries received through all online and offline channels to identify pain points and potential risks. This enables KT to detect possible customer harm in advance and establish a proactive response system for service improvements and protective measures. KT plans to gradually expand safety and security services such as real-time voice phishing detection and AI context-based spam blocking.

The one-stop resolution center integrates the management of customer issues through a single contact point and is operated with the principle of resolving cases within 24 hours. Through AI-based inquiry analysis and company-wide collaboration, KT aims to improve the quality of customer service responses and ensure consistency in the customer experience.

The Customer Listening Forum is a communication program in which executives visit and listen directly to the opinions of socially disadvantaged and vulnerable groups every month. On the previous day, KT held a session at the Hongdae Ad Shop Plus with young customers, including college marketers known as "Y Futurists." The forum focused on discussing the challenges faced by the younger generation when using digital environments and telecommunications services. KT plans to expand the program to include a wider range of customers, such as senior citizens and small business owners.

Park Hyunjin, Head of Customer Division (Vice President) at KT, stated, "The Customer Protection 365 Task Force will go beyond simply responding to issues by leveraging AI transformation (AX) capabilities to strengthen customer trust," adding, "KT will establish itself as a safe telecommunications and digital platform company that protects customers' daily lives and assets."

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