Korean Air, one of South Korea’s prominent airlines, announced a collaboration with Amazon Web Services (AWS) to develop an AI-based platform aimed at enhancing customer convenience. This new platform, known as the AI Contact Center (AICC), will utilize artificial intelligence to power voice robots and chatbots to effectively respond to customer inquiries. The goal is to provide more personalized and efficient customer service compared to traditional call center services.
Kenneth Chang, the Chief Marketing Officer of Korean Air, emphasized the importance of delivering personalized experiences and resolving issues promptly to build and strengthen customer trust. By partnering with AWS, the airline aims to leverage advanced AI technologies to revolutionize customer interactions and elevate the overall customer experience. Korean Air plans to streamline its call center operations by migrating its current infrastructure to a single AWS cloud platform by September, with further enhancements expected through the integration of machine learning and generative AI by February 2025.
The collaboration between Korean Air and AWS signifies a strategic move towards embracing cutting-edge technologies to stay competitive in the ever-evolving airline industry. This partnership reflects the airline’s commitment to innovation and delivering exceptional service to its customers. With the implementation of the AICC platform, Korean Air aims to set a new standard for customer service in the aviation sector while reinforcing its position as a leader in the industry.
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https://www.koreatimes.co.kr/www/tech/2024/05/133_374972.html