KT Innovates Quality with AI... Analyzing 13 Million Data Points Daily

KT proactively inspecting network conditions through AI-driven quality innovation. Photo by KT

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On the 10th, KT announced that it has introduced a system that minimizes customer inconvenience through proactive quality innovation using artificial intelligence (AI).

This system analyzes vast communication data generated daily from 13 million mobile communication customers in real time using AI to detect potential service issues in advance, achieving an effect of preventing 60% of customer complaints.

KT's AI system analyzes mobile communication quality-related data such as response speed and signal strength based on deep learning and machine learning algorithms. Through this, it identifies potential problems before customers actually experience inconvenience and delivers the information to the customer center.

When the system detects abnormal signs, KT contacts the affected customer to check if there is any inconvenience in using the service. If a problem is confirmed, a specialized engineer is dispatched to the site to take measures such as inspecting or replacing the relay.

KT plans to continuously advance the AI model using Microsoft's infrastructure in the future, and in the second half of the year, it plans to expand the scope of AI-based quality innovation to wired customers such as internet and IPTV.

O Taek-gyun, Executive Director of KT's Network Operation Innovation Headquarters, said, "Through proactive AI quality innovation, we will reduce customer inconvenience and increase satisfaction," adding, "We will do our best to innovate the customer experience."

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