Korean Air partners with AWS for AI-powered contact center

(05/20/24)
Korean Air has partnered with Amazon Web Services (AWS) to develop a contact center that incorporates artificial intelligence (AI).

AI Contact Center (AICC) is a cloud-based customer service platform that uses AI to power voice bots and chatbots to answer customer queries.

Korean Air's AICC will complement direct customer interactions and leverage call log analysis to improve service quality.

Korean Air B777-300ER registration: HL8011. Image by Steven Howard from TravelNewsAsia.com

Additionally, the airline plans to strengthen operational efficiency by integrating artificial intelligence capabilities, reducing costs with centralized management, adding new functions and expanding service channels.

Korean Air is set to optimize its call center operations by consolidating its current infrastructure on a single AWS cloud platform by September this year. Thereafter, the airline will further refine services with the integration of machine learning and generative artificial intelligence by next February.

“Delivering personalized experiences and resolving issues quickly is key to developing and reinforcing customer trust,” said Korean Air Chief Marketing Officer Kenneth Chang. “Our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers and improve the customer experience.”

Korean Air is actively expanding its digital capabilities. In 2021, the airline became the first major global airline to complete a comprehensive migration of its IT systems to the cloud and last year implemented Workday, an enterprise-based financial and human resources management software as a service (SaaS). cloud. ).

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