Korean Air partners with AWS for AI Contact Center
SEOUL, SOUTH KOREA — Korean Air recently announced a strategic partnership with Amazon Web Services (AWS) to develop an Artificial Intelligence Contact Center (AICC) platform.
This initiative aims to revolutionize customer service by incorporating advanced AI technologies.
The AICC kick-off event was held at Korean Air’s headquarters in Seoul on May 20. It marked the beginning of a significant transformation in the airline’s customer service operations.
Elevating customer experience with AI-driven support
The AICC is designed as a cloud-based intelligent customer service platform that utilizes AI to power voice bots and chatbots.
These technologies will handle customer inquiries, offering more personalized and efficient support compared to traditional call center services. The platform will also leverage call log analysis to enhance service quality.
Streamlining operations with cloud integration
Korean Air plans to streamline its call center operations by consolidating its current infrastructure into a single AWS Cloud platform by September this year. This consolidation is expected to reduce costs through centralized management, add new features, and expand service channels.
Following this update, the airline aims to integrate machine learning and generative AI by next February to refine its services further.
Enhancing customer trust
Kenneth Chang, Chief Marketing Officer at Korean Air, emphasized the importance of personalized experiences and swift issue resolution in developing and reinforcing customer trust.
He stated, “Our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers to enhance the customer experience.”
Commitment to digital transformation
Korean Air is committed to enhancing its digital transformation capabilities to maximize customer satisfaction. Last year, the airline implemented Workday, a cloud-based financial and HR management software-as-a-service, to streamline processes.
Additionally, earlier this year, Korean Air signed a long-term agreement with Accelya to manage its retailing, aiming to create, personalize, and adjust offers for travelers.
The development of the AI Contact Centre marks a significant step in Korean Air’s ongoing efforts to innovate and improve customer service. By leveraging AWS’s advanced AI and cloud technologies, Korean Air aims to set a new standard in the airline industry for customer support and operational efficiency.
