Korean Air Lines Co. has announced a strategic partnership with Amazon Web Services (AWS) to develop an advanced AI-driven contact center platform. The initiative, revealed on Monday, will transition Korean Air’s current call center operations to a cloud-based platform powered by AWS, incorporating AI voice and chatbots to handle customer inquiries.
This AI Contact Center (AICC) aims to go beyond basic customer guidance, offering comprehensive customer management and personalized services. Korean Air plans to complete the conversion to the AWS cloud platform by September, with further enhancements leveraging machine learning and generative AI slated for completion by February 2025.
The airline anticipates that the AICC will streamline its call center operations, significantly reducing costs through centralized management and improving service quality via detailed call log analysis. This move aligns with Korean Air’s broader strategy to enhance operational efficiency and customer satisfaction using cutting-edge technology.
