KT, First in Telecom Industry to Introduce 'Multilingual AI Customer Service Agent'…Support for Foreign Customers

*This content was translated by AI.

KT announced on the 15th that it will introduce multilingual artificial intelligence (AI) customer service agents in its stores to improve convenience for foreign customers using telecommunications services.

The multilingual AI customer service agents guide foreign customers visiting stores through service plans, additional services, enrollment procedures, and membership benefits in their native languages. Supporting over 20 languages including English, Chinese, Thai, and Vietnamese, the system focuses on explaining wireless and wired communication products and usage conditions in a way that foreign customers can easily understand.

KT has entered into a business agreement with conversational AI startup C-Flat AI (CEO Byun Gye-pung) and has been piloting the service since March at three foreigner-focused stores in the Seoul metropolitan area: Ansan, Hye-hwa, and Suwon. Based on these results, the company plans to sequentially expand the number of stores applying the service in June.

KT stated, "In stores with high demand for foreign language consultations, the burden on customer service agents can be reduced, and customer enrollment intentions can be more accurately assessed." It added, "In small-scale stores with single-person staffing, AI can take on a supporting role on-site, improving response efficiency."

KT also plans to expand its service scope beyond store locations. The company has decided to link app-based post-management functions so that foreign customers can check service plans, usage status, and membership benefits in their native languages even outside the store. The plan is to develop this into a lifestyle-oriented AI service enriched with exclusive benefits and customized information.

Data accumulated during consultations will also be utilized for store operations. The company intends to analyze inquiry types by language, product interest levels, and consultation content to reflect these insights in planning foreigner-focused products and designing benefits. The data will also serve as an internal remote training tool to convey new products and key notices to on-site customer service agents.

Kwon Hee-geun, Executive Vice President and Head of KT's Customer Division Sales, said, "The multilingual AI customer service agent is a field-based AI transformation service that enhances consultation convenience for foreign customers visiting KT telecommunications stores and improves the work efficiency of customer service agents." He added, "Going forward, we will continue to expand AI services that customers can experience in their daily lives to enhance customer experience."

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*This content was translated by AI.