Korean Air has collaborated with Amazon Web Services (AWS), a leading global cloud technology provider, to establish an AI Contact Center (AICC) platform. This platform leverages cutting-edge artificial intelligence (AI) capabilities to enhance customer center operations. The launch event for the AICC was held at Korean Air’s headquarters in Seoul on May 20, featuring notable attendees from both organizations. The AICC platform is cloud-based and utilizes AI to power voice bots and chatbots that handle customer queries. This innovation allows companies to provide more personalized and efficient customer support, surpassing the limitations of traditional call center offerings. Korean Air’s AICC will enhance direct customer interactions and leverage call log analysis to improve service quality. The airline also plans to increase operational efficiency by integrating AI technologies, centralizing management to reduce costs, and expanding service channels. Korean Air aims to consolidate its existing call center infrastructure into a single AWS Cloud platform by September 2024. Following this integration, the airline plans to further enhance its services by incorporating machine learning and generative AI technologies by the following February. Emphasizing the importance of customer trust, Korean Air’s Chief Marketing Officer, Kenneth Chang, stated that personalized experiences and prompt issue resolution are crucial. He expressed that the partnership with AWS will utilize advanced AI technologies to transform customer interactions and enhance the overall experience. In line with its commitment to digital transformation, Korean Air has been actively implementing initiatives to optimize customer satisfaction. In 2021, the airline became the first major global carrier to fully migrate its IT infrastructure to the cloud. This transition facilitates proactive and adaptable responses to the rapidly evolving market dynamics. Additionally, last year, Korean Air adopted Workday, a cloud-based financial and HR management software-as-a-service (SaaS), to improve operational efficiency.
Korean Air Elevates Customer Experience with AI Contact Center Platform Powered by AWS
