AI, breaking down language barriers, is changing the landscape of telecommunication stores > News

The recently introduced multilingual AI counselor is an interactive artificial intelligence service that supports a total of 20 languages, including English, Chinese, Thai, and Vietnamese. KT signed a close business agreement with ‘C-Flat AI’, a conversational AI startup, and has gone through a thorough verification process at three key stores in the metropolitan area with a high proportion of foreign residents, including Ansan, Hyehwa, and Suwon, since last March. This service is not simply a tool for interpreting the counselor's words, but clearly conveys a vast amount of information on all communication services, from the sign-up process to membership benefits and additional service explanations, in the customer's native language. In particular, we are focusing on minimizing damage caused by incorrect information and significantly increasing customer satisfaction with subscription by explaining the terms of use of complex wired and wireless products in a way that is easy for foreign customers to understand.

From the perspective of field counselors, this technology is also a very encouraging helper. It is expected that the introduction of AI will greatly alleviate the extreme work burden that counselors have had to endure during times when foreign customers flock or in situations where language communication is difficult. AI provides primary guidance in the field and acts as an assistant to help counselors more accurately understand the customer's actual purpose of use and intention to subscribe. In particular, in the case of one-person stores or small stores, the efficiency of store operation increases dramatically as AI completely compensates for the absence of a counselor or delay in response. This ultimately reduces customer waiting time and standardizes the quality of consultation, ultimately serving as the foundation for providing an advanced customer experience to everyone who visits the store.

KT’s latest move is not just limited to in-store response, but also heralds the evolution into a ‘lifestyle AI service’. In the future, KT plans to link AI, which only operates within stores, with mobile apps so that foreign customers can check the status of their subscription plans or membership benefits in real time in their native language even after leaving the store. In addition, we plan to create a virtuous cycle by carefully analyzing various data accumulated during the consultation process to identify inquiry types and product preferences by language and plan customized products for foreigners based on this. This can be said to be a key outcome of KT's comprehensive digital transformation (AX) strategy to provide foreign customers with a total package that combines finance and living convenience beyond simple communication services.

Meanwhile, along with the introduction of AI, KT is also accelerating the strengthening of customer benefits through an all-round membership program overhaul targeting the World Cup season in June. This can be interpreted as an intention to not only provide convenience through digital technology, but also improve the completeness of the customer experience connecting offline stores and membership apps. By significantly expanding the benefits that can be experienced in everyday life, from convenience store discounts to dining out, performances, and exhibitions, we are aiming for hyper-personalized services that encompass not only foreign customers but also domestic customers. These multifaceted attempts suggest that the telecommunications market is moving beyond simple line provision and is transforming into a service platform that is deeply involved in customers' overall lifestyles.