SKT, KT Named Top for Call Center Quality as AI Upgrades Customer Service
IT DAILY ·
✦ AI Summary
SKT and KT are working to improve customer service quality and customer experience by applying AI to their customer centers.
SKT is focusing on AI-based quality management and strengthening counselors’ capabilities, while KT is placing weight on automating inquiry assessment and task processing.
In the 2026 Call Center Quality Index (KS-CQI) announced on the 15th, SKT was selected as the top company in the mobile communications category for the 5th consecutive year, while KT was selected as the top company in the mobile communications category for the 12th consecutive year and in the ultrafast internet and IPTV category for the 13th consecutive year.
SK Telecom (SKT) and KT are working to improve customer service quality and customer experience by applying artificial intelligence (AI) to their customer centers. Both companies are introducing AI, but their approaches differ. SKT is focusing on AI-based quality management for counseling while seeking to strengthen counselors’ capabilities.
By contrast, KT is raising the level of customer center automation by introducing an 'Agentic AICC' that lets AI directly assess customer inquiries and handle tasks. In this way, SKT is placing weight on quality management and counselor support, while KT is focusing on inquiry assessment and task processing.
Against this backdrop, both companies posted strong results in the '2026 Call Center Quality Index (KS-CQI)' evaluation organized by the Korea Standards Association (KSA). On the 15th, SKT and KT announced their strong performance in the '2026 Call Center Quality Index (KS-CQI),' with SKT saying it was selected as the top company in the mobile communications category for the 5th consecutive year, and KT saying it was selected as the top company in the mobile communications category for the 12th consecutive year and in the ultrafast internet and IPTV category for the 13th consecutive year.
KS-CQI evaluates call center service quality and customer satisfaction each year to select outstanding companies. The assessment is conducted through customer satisfaction surveys and telephone monitoring. The evaluation consists of 7 components and 39 detailed items. The components are reliability, friendliness, proactiveness, accessibility, physical environment, core service, and ancillary service.
As a result of this evaluation, SKT was selected as the top company in the mobile communications category for the 5th consecutive year. KT was selected as the top company in the mobile communications category for the 12th consecutive year. KT was also selected as the top company in the ultrafast internet and IPTV category for the 13th consecutive year.
KT was recognized for its achievements in customer center innovation using AI technology. KT received the 'AX Contact Center Innovation Award.' As a result, KT achieved a triple crown.
SKT has introduced AI into every stage of customer center counseling. SKT is pursuing AI-based quality management for counseling. SKT is also pursuing the strengthening of counselors’ capabilities.
SKT's customer center develops and uses AI solutions that incorporate on-site counselors’ opinions. The AI solution is equipped with functions that monitor customer satisfaction and counseling content.
The company provides 24-hour counseling services through AI chatbots and call bots. AI handles simple repetitive tasks such as accepting and confirming counseling reservations, responding to inquiries, and canceling orders. As a result, counselors are focusing on strengthening their ability to empathize with customers.
The AI solution also analyzes satisfaction collected during the counseling process and provides customized coaching to review each counselor’s methods. Cases of dissatisfaction are analyzed based on counseling content, conversation speed, and intonation. Through this, it identifies appropriate response points and areas for improvement in concrete terms.
Lee Hye-yeon, head of SKT's Customer Value Innovation Office, said the customer center needs to evolve into a core organization that designs customer experience. She explained that the company plans to provide highly reliable services by combining sophisticated AI technology with counselors’ empathy.
KT is focusing on advancing AI automation in its customer center. Since 2017, KT has introduced voice bots, chatbots, and voice automatic authentication based on its own AI engine to customer service operations.
Based on this foundation, KT is pursuing the establishment of an 'Agentic AICC' that autonomously determines customer requests and handles the necessary tasks. As part of the ongoing effort to further increase customer center automation, the company is placing emphasis on a direction in which AI independently assesses inquiries and carries out the required processing.
Among these, the flagship service is the AI voice bot 'Genie.' 'Genie' responds to customer inquiries 24 hours a day, 365 days a year.
'Genie' combines deep-learning-based counseling knowledge with generative AI to understand the context of customer inquiries. As a result, it supports not only simple guidance but also actual task handling.
When an internet or TV outage inquiry comes in, 'Genie' performs remote outage troubleshooting. It then checks the results of the troubleshooting as well, allowing major inquiries to be resolved without connecting to a counselor.
At KT's customer center, counseling through AI voice bots and ARS is conducted about 5 million times a month on average. The resolution rate for AI voice bot counseling is about 75%.
KT is applying AI before and after the counseling process to support counselors' work performance and skill improvement. KT operates AI-based counselor support technology and has introduced 'AI Counseling Assist,' which uses large language models (LLM) as its underlying technology. Through this, it summarizes customer-counselor conversation histories in real time and supports optimal product recommendations and response scenario recommendations.
For post-counseling support, KT also operates AI counseling quality evaluation, AI self-learning, and issue monitoring. This is intended to support the improvement of counselors’ capabilities. At the same time, KT is operating sign language counseling for hearing-impaired customers and a dedicated multilingual counseling center for foreign customers to expand customer accessibility.
Choi Se-jun, head of the Customer Strategy Division in KT's Customer Business Unit, said the company will continue combining AX-based customer center innovation with meticulous human-centered care. He also expressed KT's commitment to providing customers with a differentiated counseling experience.
Source: IT DAILY · Seong Won-young
Original: https://www.itdaily.kr/news/articleView.html?idxno=241609
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