South KoreaLogistics and transport2025 – ongoingKorea Railroad Corporation
AI text and voice customer-service chatbots
Korail reported more than 1 million chatbot uses within 7 months
Problem
Rail customers repeatedly needed help checking schedules and bookings or returning tickets. Chat consultation had an average response rate of 72% in 2024.
Approach
Korail introduced AI chatbot services in February 2025 through the KorailTalk app and its telephone customer center. They combined scenario-based answers with natural-language processing and speech recognition and synthesis. A dedicated voice service also supported ticket purchases and consultation for registered customers with visual or physical disabilities.
Results
Takeaway
The reported usage counted interactions rather than unique customers. The response-rate improvement did not establish ticket-resolution accuracy.
Categories
- Size
- Large enterprise
- Industry
- Logistics and transport
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Traffic Daily reported Korail's text and voice chatbot rollout. It gave cumulative usage above 1 million and a rise in chat consultation response rate from 72% to 96%.
Full details are in the original sources.
