KT (030200.KS) is overhauling its customer management system, shifting from a post-incident response model to a prevention-focused approach.
The telecommunications company said Wednesday that it has launched the "Customer Protection 365 TF," a company-wide task force aimed at strengthening its customer protection framework.
The task force will pursue three main initiatives: artificial intelligence (AI)-based real-time detection, a one-stop resolution center, and a "Visiting Customer Listening Forum." The AI-based real-time detection system will analyze customer inquiries (VOC) received through online and offline channels in real time, identifying inconveniences and potential risks early to build a preemptive response system.
KT also plans to gradually expand its safety and security services, including its currently operating real-time voice phishing detection and AI context-based spam blocking services. The one-stop resolution center will integrate the management of customer damage cases through a single channel and operate on the principle of resolving issues within 24 hours. By leveraging AI-based VOC analysis and a company-wide collaboration system, KT aims to reduce the limitations of its previous response approach, which relied on individual agents' capabilities, and to enhance response quality and consistency in customer experience.
KT will also continue operating its "Customer Listening Forum," in which company executives visit socially disadvantaged and vulnerable groups to hear their opinions directly. Through the forum, the company plans to listen to customer experiences and inconveniences on the ground and reflect them in product, service, and policy improvements.
"Beyond customer protection at the simple response level, we will strengthen customer trust based on our AX (AI Transformation) capabilities," KT Vice President Park Hyun-jin said. "We will establish ourselves as a safe telecommunications and digital platform company that protects customers' daily lives and assets."
