Kia announced on the 13th that it has revamped the role and functions of its customer center by introducing artificial intelligence (AI) technology.
Kia plans to establish an AI-based customer center (AI Contact Center) that integrates various advanced technologies, being the first in the domestic automobile industry to introduce an AI consultant, to provide innovative customer experiences and efficient consultation services.
Kia has consolidated the contact numbers of the customer centers, which were previously operated separately by 12 different divisions, into one. This allows customers to easily access inquiries about various services through a single number.
Kia provides a one-stop consultation service capable of responding to various customer requests through an integrated consultation system. Depending on the type of customer inquiries—simple inquiries, general inquiries, or professional/technical inquiries—customized consultations enable quick and accurate responses.
The newly introduced AI consultant at the Kia customer center is available for consultations 24/7 and responds automatically to simple inquiries. Additionally, the AI consultant analyzes customer inquiries and connects them to the optimal consultant during working hours (weekdays 8:30 a.m. to 6 p.m.), based on the type of inquiry.
A Kia official noted, "Through the next-generation customer center, we aim to provide optimal consultation services to enhance customer satisfaction," adding, "We will continuously introduce innovative digital services that customers can experience."
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