Korean Air to build AI contact centre

Korean Air has partnered with Amazon Web Services (AWS) to develop an AI Contact Centre (AICC) platform that incorporates innovative artificial intelligence (AI) technologies to improve customer centre services.

Korean Air held a kick-off event for the AICC at the airline’s headquarters in Seoul on May 20, attended by Keehong Woo, President of Korean Air; Kenneth Chang, Executive Vice President and

Chief Marketing Officer, Korean Air; Francessca Vasquez, Vice President, Professional Services and GenAI Innovation Centre, AWS; Pasquale DeMaio, Vice President, Amazon Connect, AWS; Kee Ho Ham, CEO, AWS Korea; and Ben Cabanas, Director, AWS.

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

By utilizing an AICC, companies can offer more personalized 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 centralized 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.

Kenneth Chang, Korean Air’s Chief Marketing Officer said: “Providing personalized experiences and swiftly resolving issues are key to developing and reinforcing customer trust.

“Our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers to enhance the customer experience.”