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Korean Air to enhance customer services with plans to establish AI contact centre

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Azunta Gaviola

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4 weeks ago

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Seoul, South Korea – Airline and aviation company Korean Air has recently announced that it has partnered with cloud technology company Amazon Web Services, aiming to develop an artificial intelligence centre that will enhance customer centre services. 

For this initiative, the company will utilise a cloud-based intelligent customer service platform that employs AI to power voice bots and chatbots for answering customer inquiries. This will enable companies to provide more personalised and efficient customer support using innovative AI and cloud technologies.

Moreover, the said move will enhance direct customer interactions and use call log analysis to improve service quality. It also has plans to boost operational efficiency through the integration of AI capabilities, reduction of costs with centralised management, addition of new features, and expansion of service channels.

Talking about the endeavour, Kenneth Chang, chief marketing officer at Korean Air, said, “Providing personalised experiences and swiftly resolving issues are key to developing and reinforcing customer trust. Our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers and enhance the customer experience.”

By September this year, the company aims to streamline its call centre operations by consolidating its current infrastructure onto a single AWS Cloud platform. 

Following this update, they are also targeting to improve its services with the integration of machine learning and generative AI by next February.

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Video Title Here: The Indonesian on-ground activation status

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Video Title Here: The Indonesian on-ground activation status

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