Korean Air has teamed up with Amazon Web Services (AWS) to develop an AI Contact Center (AICC) platform that will incorporate innovative artificial intelligence (AI) technologies to improve customer centre services.
A kick-off event for the AICC was held at the airline’s headquarters in Seoul on May 20.
The AICC is a cloud-based intelligent customer service platform that uses AI to power voice bots and chatbots to answer customer inquiries. By utilising an AICC, companies can offer more personalised and efficient customer support through innovative AI and cloud technologies, surpassing basic call centre services.
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 centralised management, adding new features and expanding service channels.
Korean Air is set to streamline its call centre operations by consolidating its current infrastructure into a single AWS Cloud platform by September this year. Following this update, the airline aims to further refine its services with the integration of machine learning and generative AI by next February.
A representative from Korean Air commented that “providing personalised experiences and swiftly resolving issues are key to developing and reinforcing customer trust” and that the 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 building its digital transformation capabilities to maximise customer satisfaction. Last year, Korean Air implemented Workday, a cloud-based financial and HR management software-as-a-service, to streamline processes, and earlier this year, the airline signed a long-term agreement with Accelya to take charge of its retailing in order to create, personalise and adjust its offers for travellers.
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