Korean Air has revealed plans to create an AI-powered contact centre (AICC) by leveraging Amazon Web Services’ tech infrastructure.
Announced at a company kickoff event in Seoul, Koren Air outlined improvements in personalisation and efficiency as some of the key benefits that the AICC will bring to the company’s customer service offerings.
By incorporating Amazon’s innovative tech solutions, the Korean airline hopes to build a cloud-based intelligent customer service platform that uses AI advancements to power voice bots and chatbots to handle customer queries.
The company has also confirmed that the new AI-powered contact centre will incorporate direct customer interactions and utilise call log analysis to boost service quality.
Moreover, Korean Air believes the AICC will enhance operational efficiency through cost reduction, centralisation of management, and expansion of service channels—“surpassing” the service provided by traditional contact centres in the process.
Kenneth Chang, Chief Marketing Officer at Korean Air, discussed how the new contact centre will impact customer experience and trust, commenting:
“Providing personalised experiences and swiftly resolving issues is key to developing and reinforcing customer trust.
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 has earmarked September as the proposed date to consolidate its current call centre infrastructure into a single AWS platform, with the company also unveiling plans to integrate machine learning and generative AI (GenAI) by February 2025.
