Korean Air, a corporate partner of the FTE Digital, innovation, and startup center, has collaborated with Amazon Web Services (AWS) to develop an AI Contact Center (AICC) platform. This platform incorporates advanced artificial intelligence (AI) technologies to enhance customer experience. AI is a central theme of the FTE Hub in 2024, alongside robotics and the Internet of Things (IoT).
The AICC is a cloud-based customer service platform that utilizes AI to power voice robots and chatbots for addressing customer inquiries. Through the implementation of AICC, companies can offer personalized and efficient customer service using innovative AI and cloud technologies, exceeding basic call center services.
Korean Air’s AICC will complement direct customer interactions and utilize call log analysis to enhance service quality. The airline aims to enhance operational efficiency by integrating AI capabilities, reducing costs through centralized management, introducing new functions, and expanding service channels.
Kenneth Chang, the chief marketing officer of Korean Air, emphasized the importance of delivering personalized experiences and addressing issues promptly to build and strengthen customer trust. The partnership with AWS will leverage advanced AI technologies to revolutionize customer interactions and improve the overall customer experience.
Korean Air plans to streamline its call center operations by transitioning its existing infrastructure to a single AWS cloud platform by September of this year. Following this update, the airline intends to enhance its services further by integrating Machine Learning and generative AI by the following February.
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https://www.futuretravelexperience.com/2024/05/korean-air-building-ai-contact-center-in-partnership-with-amazon-web-services-to-enhance-cx/