Korean Air has collaborated with Amazon Web Services (AWS) to create an AI Contact Center (AICC) platform that utilizes innovative artificial intelligence (AI) technologies to enhance customer service. The launch event of AICC took place at Korean Air’s headquarters in Seoul, attended by key personnel from both Korean Air and AWS.
AICC is a cloud-based intelligent customer service platform that employs AI to power voice robots and chatbots for responding to customer queries. By implementing AICC, companies can provide more personalized and efficient customer service through the use of AI and cloud technologies, surpassing traditional call center services. Korean Air’s AICC will enhance direct customer interactions and utilize call log analysis to enhance service quality. The airline also plans to improve operational efficiency by integrating AI capabilities, reducing costs, adding new functions, and expanding service channels.
In an effort to optimize its call center operations, Korean Air aims to consolidate its infrastructure on a single AWS cloud platform by September. The airline also plans to integrate machine learning and generative AI by February to further refine its services. Chief Marketing Officer Kenneth Chang highlighted the significance of delivering personalized experiences and resolving issues promptly to build and strengthen customer trust. The partnership with AWS is expected to leverage advanced AI technologies to transform customer interactions and enhance the overall customer experience.
Korean Air is actively enhancing its digital transformation capabilities to enhance customer satisfaction. The airline completed a comprehensive migration of its IT systems to the cloud in 2021, making it the first major global airline to do so. Korean Air also implemented Workday, a cloud-based financial and human resources management software as a service, to streamline processes. With a global hub at Incheon International Airport, the airline serves 110 cities in 39 countries on five continents with a modern fleet of 161 aircraft and over 20,000 employees.
Korean Air’s exceptional performance and commitment to safety and customer service have earned it numerous awards, including a 5-star airline rating from Skytrax and accolades such as Airline of the Year and Cargo Operator of the Year. As a founding member of the SkyTeam airline alliance, Korean Air has become one of the largest transpacific airlines through its joint venture with Delta Air Lines.
Overall, the partnership between Korean Air and AWS to introduce the AI Contact Center platform demonstrates the airline’s commitment to enhancing customer service using cutting-edge AI technologies and cloud-based solutions. This collaboration is set to revolutionize customer interactions and improve operational efficiency, reinforcing Korean Air’s position as a leading global airline.
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