Korean Air Partners AWS for AI-Powered Contact Center

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(20/05/24)
 Korean Air has partnered with Amazon Web
Services (AWS) to develop a contact center that incorporates
artificial intelligence (AI).

The AI Contact Center (AICC) is a cloud-based
customer service platform that uses AI to power voice bots and
chatbots to answer customer inquiries.

Korean Air’s AICC will
complement direct customer interactions and leverage call log
analysis to improve service quality.

Additionally, the airline
plans to bolster operational efficiency by integrating AI
capabilities, reducing costs with centralized management, adding
new features and expanding service channels.

Korean Air is
set to streamline its call center operations by consolidating its
current infrastructure into a single AWS Cloud platform by
September this year. The airline will thereafter refine services
further with the integration of machine
learning and generative AI by next February.

“Providing
personalized experiences and swiftly resolving issues are key to
developing and reinforcing customer trust,” said Korean Air’s
Chief Marketing Officer Kenneth Chang. “Our partnership with AWS
will leverage advanced AI technologies to transform the way we
interact with our customers to enhance the customer experience.”

Korean Air is actively expanding its digital
capabilities. In 2021, the airline became the first major global
airline to complete an all-in migration of its IT systems to the
cloud and last year the company implemented Workday, a cloud-based
financial and HR management software-as-a-service (SaaS).

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