Monday, May 20, 2024 Korean Air has collaborated with Amazon Web Services (AWS), a premier global cloud technology provider, to create an AI Contact Center (AICC) platform. This platform leverages cutting-edge artificial intelligence (AI) to enhance its customer center operations. The launch event for the AICC was held at Korean Air’s headquarters in Seoul on May 20.
Notable attendees included Keehong Woo, President of Korean Air; Kenneth Chang, Executive Vice President and Chief Marketing Officer, Korean Air; Francessca Vasquez, Vice President, Professional Services and GenAI Innovation Center, AWS; Pasquale DeMaio, Vice President, Amazon Connect, AWS; Kee Ho Ham, CEO, AWS Korea; and Ben Cabanas, Director, AWS Global Sales Technology. The AICC platform, which is cloud-based, utilizes AI to operate voice bots and chatbots that handle customer queries. This innovation allows companies to deliver more tailored and efficient customer support, surpassing traditional call center offerings.
Korean Air’s AICC will enhance direct customer interactions and utilize call log analysis to improve service quality. The airline also plans to increase operational efficiency by integrating AI technologies, centralizing management to reduce costs, and adding new features and expanding service channels. By September of this year, Korean Air intends to consolidate its existing call center infrastructure into a single AWS Cloud platform.
Following this integration, the airline plans to further.
