Korean Air to build AI Contact Center
By Sharon Petersen Mon May 20, 2024
Korean Air has teamed up with Amazon Web Services (AWS), a global leader in cloud technology, to create an AI Contact Center (AICC) platform. This platform leverages cutting-edge artificial intelligence (AI) technologies to enhance customer service.
A kick-off event for the AICC took place at Korean Air's Seoul headquarters on May 20, attended by key executives including Keehong Woo, President of Korean Air; Kenneth Chang, Executive Vice President and Chief Marketing Officer of Korean Air; Francessca Vasquez, Vice President of Professional Services and GenAI Innovation Center at AWS; Pasquale DeMaio, Vice President of Amazon Connect at AWS; Kee Ho Ham, CEO of AWS Korea; and Ben Cabanas, Director at AWS.
The AICC is a cloud-based intelligent customer service platform that uses AI-driven voice bots and chatbots to address customer inquiries. This innovative system enables companies to provide more personalized and efficient customer support, surpassing the capabilities of traditional call centers.
Korean Air’s AICC aims to enhance direct customer interactions and improve service quality through call log analysis. The airline plans to boost operational efficiency by integrating AI, centralizing management to reduce costs, adding new features, and expanding service channels.
By September this year, Korean Air will streamline its call center operations by migrating its infrastructure to a single AWS Cloud platform. Following this transition, the airline intends to refine its services further by incorporating machine learning and generative AI by next February.
"Providing personalized experiences and swiftly resolving issues are key to developing and reinforcing customer trust," said Korean Air’s Chief Marketing Officer, Kenneth Chang. "Our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers and enhance their experience."
Korean Air is committed to advancing its digital transformation to maximize customer satisfaction. In 2021, the airline became the first major global airline to migrate all its IT systems to the cloud, enabling it to respond proactively and flexibly to rapidly changing market conditions. Last year, Korean Air also implemented Workday, a cloud-based financial and HR management software-as-a-service (SaaS), to streamline its processes.
About Korean Air
For over 55 years, Korean Air has been one of the world's leading airlines, serving more than 27 million passengers in 2019, pre-COVID. With its global hub at Incheon International Airport (ICN), Korean Air operates a modern fleet of 161 aircraft, serving 110 cities in 39 countries across five continents. The airline employs over 20,000 professionals.
Korean Air is renowned for its safety and customer service excellence, receiving numerous awards such as the 5-star airline rating from Skytrax and Air Transport World's Airline of the Year and Cargo Operator of the Year awards. A founding member of the SkyTeam airline alliance, Korean Air has become one of the largest transpacific carriers through its joint venture with Delta Air Lines.
For more information, visit www.koreanair.com
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