Korean Air building AI Contact Center in partnership with Amazon Web Services to enhance CX


Korean Air – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – has partnered with Amazon Web Services (AWS) to develop an AI Contact Center platform to improve the customer experience.

Korean Air – a Corporate Partner of the FTE Digital, Innovation & Startup Hub – has partnered with Amazon Web Services (AWS) to develop an AI Contact Center (AICC) platform that incorporates innovative Artificial Intelligence (AI) technologies to improve the customer experience. AI is one of the three key themes of the FTE Hub in 2024, alongside Robotics and the Internet of Things (IoT).

The AICC is a cloud-based intelligent customer service platform that uses AI to power voice bots and chatbots to answer customer enquiries. By utilising an AICC, companies can offer more personalised 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 centralised management, adding new features and expanding service channels.

“Providing personalised experiences and swiftly resolving issues are key to developing and reinforcing customer trust,” said Kenneth Chang, Chief Marketing Officer, Korean Air. “Our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers to enhance the customer experience.”

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.

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