An AI Contact Center (AICC) platform has been developed by Korean Air in collaboration with Amazon Web Services (AWS), a world leader in cloud computing, to enhance contact center services. This platform integrates new AI technologies.
On May 20, guests including President Keehong Woo, Executive Vice President and Chief Marketing Officer Kenneth Chang, VP Francessca Vasquez of AWS’s Professional Services and GenAI Innovation Center, VP Pasquale DeMaio of Amazon Connect, CEO Kee Ho Ham of AWS Korea, and Director Ben Cabanas of AWS Global Sales Technology were in attendance at an AICC kickoff event hosted by Korean Air at the airline’s headquarters in Seoul.
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An AI-powered platform for intelligent customer care, the AICC runs chatbots and voice bots in the cloud to respond to consumer questions and concerns. Utilizing AICCs allows businesses to go above and beyond traditional call center services by providing customers with more efficient and tailored support with cutting-edge AI and cloud technology.
To enhance the quality of service, Korean Air’s AICC will supplement direct customer contacts with call record analysis. The airline also intends to cut costs through centralized administration, integrate AI capabilities, offer new services, and increase service channels to boost operational efficiency.
1. The new AI platform helps Korean Air answer customer questions faster and more accurately using advanced chatbots and voice bots.
2. Centralizing call center operations on the cloud reduces costs and improves service efficiency by using modern AI and cloud technologies.
By September of this year, Korean Air plans to consolidate all of its call center infrastructure onto a single AWS Cloud platform, thus streamlining its operations. With this upgrade out of the way, the airline plans to further improve its services by incorporating generative AI and machine learning by February of next year. To ensure the utmost happiness for its customers, Korean Air is vigorously enhancing its digital transformation skills. The airline was able to respond more quickly and nimbly to fluctuating market conditions after becoming the first big global airline to fully migrate its IT operations to the cloud in 2021. Workday, a SaaS platform for financial and human resource administration, was also used by Korean Air last year to standardize procedures.
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