South KoreaTechnology and telecom2022 – ongoingKTcs
AI agent assistance and voice authentication in customer centers
KTcs used AI agent assistance and voice authentication, with identification reportedly falling to 5 seconds
Problem
Customer-service agents had to search for answers while listening to callers. Returning customers also faced identification procedures before continuing their enquiries.
Approach
At KTcs's Dongjak 2 center, KT's AI Genie transcribed calls and surfaced relevant information for agents. It classified enquiries and prepared summaries after calls. Voice authentication recognized returning callers without requiring them to enter identification information again.
Results
Takeaway
The deployment supported agents during calls and reduced work between calls. The identification-time figure concerned authentication rather than total handling time.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
A reporter observed live transcription and answer assistance at KTcs's Dongjak 2 center. News Tomato also reported automatic summaries and an identification-time reduction from 24 seconds to 5 seconds.
Full details are in the original sources.