South KoreaTechnology and telecom2022 – ongoing

KTis

AI automation of 114 directory enquiries

KTis raised AI handling of directory enquiries to 52% while the business's operating profit fell

WorkingCompany's own claim

Problem

Demand for 114 directory enquiries declined as customers used smartphone search and map services. KTis faced operating costs in a shrinking business.

Approach

KTis introduced its 114 AI contact-center system in September 2022. It applied round-the-clock AI consultation to directory enquiries. The reported AI handling share increased from 48% in 2024 to 52% in 2025.

Results

52%share of 114 enquiries handled by AI in 2025, up from 48% in 2024Company's own claim[1]

26.2%year-on-year decline in directory-enquiry operating profit in 2025, not an estimated AI effectCompany's own claim[1]

Takeaway

A higher automation rate coincided with lower business profit. The financial results do not isolate AI's contribution from declining demand and other costs.

Sources

KTis, AI 상담 52%까지 늘렸지만 수익성 악화… 114 수요 축소가 효율화 압도
ChosunBiz14 May 2026News article

Source summaries

[1]ChosunBiz14 May 2026

ChosunBiz reported increased AI handling alongside declining directory-enquiry revenue and profit. KTis attributed pressure to falling call volumes, AI-transition fixed costs and rising labor costs.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026