KT announced on the 1st that it has signed a contract with NongHyup Bank for the 'next-generation contact center construction' project and will actively push forward with the establishment of an AI-based contact center valued at a total of 40 billion won.
This project is a large-scale initiative targeting financial consultation systems for banks across the nation and mutual finance, which KT will carry out exclusively over the next 14 months. KT plans to comprehensively implement Internet Protocol Contact Center (IPCC) system integration and AI Contact Center (AICC)-based customer consultation automation technology, focusing on transforming the consultation infrastructure of NongHyup Bank into an AI-centric next-generation platform. This is expected to significantly improve customer response quality and operational efficiency.
In the bidding process for the project, KT presented a customer experience innovation strategy based on the latest AICC technologies, including ▲AI call bots and chatbots ▲consultation summary automation ▲speech recognition (STT) and speech synthesis (TTS) ▲intelligent consultation support systems ▲knowledge management systems (KMS), which earned it recognition for its high technical prowess.
In particular, KT possesses the capability to handle 15 million calls per month for more than 300 clients, along with operational experience of its own 100 number contact center, and achievements in 30 financial sector AICC construction projects. As the leading AICC provider in the country, it has demonstrated high stability and suitability in function demonstrations by implementing key solutions with its own technology.
Through this enhancement of the contact center, NongHyup Bank plans to establish a dual system where simple inquiries are handled in real-time by AI, and complex consultations are swiftly connected to consultants.