KT to Transform 'My KT' App Into AI-Centric Platform With Specialized Agents by Field
IT DAILY ·
✦ AI Summary
KT is revamping its customer service app 'My KT' into an AI-centric AX app.
The revamp is based on specialized AI agents across 14 fields and aims to improve convenience and personalized benefits.
A personalized message area will be added to the My KT Home and Benefits screens, and the AI agent 'My AI' will be placed at the front of the app.
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KT is pushing ahead with a revamp of its customer service app, "My KT." According to a KT announcement on the 29th, My KT is KT's main customer touchpoint and will be transformed from a simple customer service app into an AI-centered AX app.
The direction of the revamp is an AI-centric app built on specialized AI agents across 14 fields. KT said the purpose of the overhaul is to improve convenience and enhance personalized benefits.
My KT AX aims to reduce the inconvenience customers face when searching for services on their own or waiting for counseling. Customers will be able to ask AI for information and use the telecom services they need through telecom-specific AI agents. KT said it will focus on delivering "customer-centric AX."
To that end, a new personalized message area will be added to the top of the Home and Benefits screens in My KT. This personalized message area will serve the function of proactively guiding customers to the information they need. My KT AX aims to proactively suggest the benefits and services customers need, with benefit recommendations based on subscription information such as usage patterns, owned products, and membership status.
The AI agent "My AI" will be placed prominently across the app screen. The purpose of this front-and-center placement is to help customers ask questions and check answers immediately. It will also provide suggested prompts for each major service area. The purpose of providing suggested prompts is to minimize the struggle of figuring out what to ask.
My AI consists of 14 AI agents specialized for major service areas. The specialized areas include plan inquiries, add-on services, membership, and long-term customer benefits. Customers will use the service by conversing with My AI and receiving guidance on the information they need. Each area-specific AI agent will handle related services immediately and also serve to connect customers to the services they need.
KT will run a customer experience promotion to celebrate the My KT AX renewal. The promotion period runs from October 12 to 31. The promotion consists of trying personalized benefits tailored to each customer and directly using AI-recommended prompts and response features. Raffle prizes will also be offered to customers who participate. Examples of prizes include the Galaxy Z Fold8 and the Galaxy Watch9.
Source: IT DAILY · Seong Won-young
Original: https://www.itdaily.kr/news/articleView.html?idxno=241869
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Source: IT DAILY
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