AI NewsWaveKT Upgrades Contact Center AI Voice Bot, Call Resolution Rate Reaches 81%
Key points
- KT expands generative AI voice bot and AI consultation assist
- Call resolution rate rises from 77% to 81%
- Consultation time cut by 11%
KT announced on the 29th that it is improving consultation quality and operational efficiency at its contact centers with a generative AI-based voice bot and "AI Consultation Assist." Digital Today reported that, based on consultation data and operating experience accumulated at its contact centers, KT improved the AI voice bot's ability to grasp customer intent.
Results were presented in numbers. According to AI Newspaper (인공지능신문), the AI voice bot handles an average of 1.2 million consultations a month, and the call resolution rate, which measures inquiries resolved in a single contact, rose from 77% to 81%. iNews24 reported that consultation time was cut by 11%. AI Newspaper explained that average consultation time fell after the introduction of an AI system that supports agents.
The scope of automation has also widened. Digital Daily reported that it was expanded to handle everything from A/S requests to fault handling and dispatch requests in one go, including on weekends and at night. Digital Today introduced it as able to handle A/S requests, remote fault handling and dispatch requests.
Glossary A voice bot is an AI consultation system that talks with customers by voice in place of a person and handles their inquiries.