KTis says AI voice bot handles 14.4 million queries a year
KTis presented its AICC strategy in Seoul, citing a 28% cut in post-call work at Hanseong Motor and AI bots in 14 hospitals.
KTis, a KT affiliate that runs customer centers, presented its AI contact center (AICC) business strategy and operating results at a briefing held at KT's Gwanghwamun customer center in Seoul on November 3, according to digitaltoday.co.kr.
The company said its AI voice bot handles about 14.4 million consultations a year based on 190 scenarios. KT's customer centers field roughly 47 million inquiries annually with about 6,000 staff across 14 centers nationwide.
AICC tools summarize conversations, recommend documents and store consultation history for agents. KTis said agent handling capacity rose from 12-13 calls per hour to more than 20 calls per hour. The system runs on KT's own 믿:음 2.0 model as well as ChatGPT and other LLMs.
Results at Hanseong Motor and beyond
At Hanseong Motor's customer center, KTis cut post-call work time from 1 minute 51 seconds to 1 minute 20 seconds, about 28%. The center reassigned 7 of its 44 staff to 24/7 channels and outbound marketing rather than cutting jobs.
KTis operates 169 customer centers for about 120 clients and directly employs 4,690 specialists. It has deployed AI voice bots at 14 hospitals, including advanced general hospitals, for appointment booking and visit confirmation. In the public sector, an AI duty bot handles more than 80% of inquiries for local governments' night and holiday civil complaints.
The company said it aims to evolve toward an agentic AICC.
Quick answers
What is KTis's AICC?
It is an AI contact center service that uses voice bots and agent-assist tools such as conversation summaries and document recommendations. KTis said the voice bot handles about 14.4 million consultations a year based on 190 scenarios.
Which AI models does KTis use for its AICC?
KTis uses KT's own 믿:음 2.0 model as well as ChatGPT and other LLMs.
Where has KTis deployed AI voice bots?
The company said it has deployed them at 14 hospitals, including advanced general hospitals, and that an AI duty bot handles more than 80% of night and holiday civil complaints for local governments.