KT to Innovate Digital Customer Experience with AI…Boosting Efficiency in Design and Messaging Tasks

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KT is leveraging artificial intelligence (AI) to enhance the customer experience across its entire digital service ecosystem, including apps, websites, and text messages. The company plans to integrate AI into its design system to improve the consistency of service interfaces and automate the creation and review processes for customer guidance messages, thereby strengthening operational efficiency.

On the 12th, KT announced that it has established "KDS (KT UX Design System) 2.0," a user experience (UX) design system with enhanced AI capabilities, and introduced an AI agent to support the creation of customer guidance messages.

The core of KDS 2.0 is enabling AI to directly understand and apply design standards. KT has developed "KDS Harness," which allows AI to structure screens in accordance with design principles and inspect the resulting outputs. This reduces repetitive design tasks and enables the provision of a unified user experience across all digital services.

KDS has been applied to MyKT, KT.com, Direct Shop, and the AI model platform "Token Factory." In particular, Token Factory utilized KDS and automation technologies from planning through design and development, shortening the estimated development period of approximately eight months to 2.4 months.

AI has also been introduced into customer guidance messaging operations. KT sends approximately 170 million text messages monthly and officially adopted an in-house "Message Generation Agent" on the 30th of last month. The system creates guidance copy based on key content inputs and reviews compliance with legal standards. It also supports image recommendations and automatic multilingual translation.

Since its introduction, the time required for message creation and review has decreased from the previous 30 to 60 minutes to approximately five minutes. Image production time has been reduced from four hours to 15 minutes, and translation tasks that previously took more than two days have been shortened to 30 seconds.

KT is also working to provide language that is easy for customers to understand. The company is improving telecommunications jargon into everyday expressions, such as changing "prepayment" (선납) to "advance payment" and "usage-based billing" (종량 과금) to "billing based on usage." On the 20th, KT plans to unveil a "Customer Language Agent" that uses AI to review phrases used in apps, websites, and text messages and replace them with simpler expressions.

KT plans to expand the scope of KDS application to external partners and AI devices in the future.

Won Man-ho, Senior Executive Vice President and Head of KT's AX Platform Division, stated, "With KDS 2.0, we are enhancing design consistency and transitioning customer communication tasks to AX (AI Transformation), thereby improving both operational productivity and customer experience." He added, "Going forward, we will continue to create a 'Single KT Experience' that is easy, consistent, and trustworthy."

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*This content was translated by AI.View Original