Korean Air headquarters. (Photo=Yonhap News)

 

[Alpha Biz= Reporter Kim Jisun] On the 20th, Korean Air announced that it will collaborate with Amazon Web Services (AWS) to build an Artificial Intelligence Contact Center (AICC) platform using innovative AI technology.

AICC is a cloud-based intelligent customer center that combines AI technology to provide responses to consumer inquiries through voicebots and chatbots. Korean Air explained, "With AICC, personalized consulting services beyond simple guidance and counseling provided by call centers become possible."

On the same day, Korean Air held an online and offline kickoff event for the AICC construction project at its media room in Gangseo-gu, Seoul. The event was attended by Woo Ki-hong, President of Korean Air, Jang Sung-hyun, Vice President of Marketing and IT at Korean Air, Francesca Vasquez, Vice President of AWS Professional Services and Generative AI Innovation Centers, Pascal de Maio, Vice President of Amazon Connect, and Ham Gi-ho, CEO of AWS Korea.

Korean Air plans to transition its call center system, currently consisting of local servers and equipment for each center, to an AWS cloud-based platform by September of this year. Then, by February of next year, they plan to enhance the service by integrating machine learning and generative AI.

 

 

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