KT (030200.KS) is overhauling its customer management system from a reactive response model to a prevention-focused approach.
KT announced Wednesday that it is launching the "Customer Protection 365 TF" to strengthen its company-wide customer protection framework. The task force will focus on three key initiatives: AI-based real-time detection, a one-stop resolution center, and on-site customer listening forums.
The AI-based real-time detection system works by instantly analyzing customer inquiries (VOC) received across all online and offline channels to identify sources of customer inconvenience and potential risks. The aim is to build a proactive response framework that recognizes the possibility of customer harm in advance and links such detection to service improvements and protection measures. KT also plans to gradually expand its broader 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 customer complaint management into a single channel, with resolution within 24 hours as its operating principle. Through AI-based VOC analysis and a company-wide collaboration system, the approach is designed to move away from reliance on individual counselors' capabilities and to improve the consistency of response quality and customer experience.
KT will also continue operating the "Customer Listening Forum," in which management visits socially disadvantaged and vulnerable groups in person to hear their views. The company plans to reflect the customer usage experiences and complaints gathered at the forum in improvements to products, services, and policies. KT held its first Customer Listening Forum the previous day at KT's Hongdae Adshop Plus, where it discussed difficulties encountered by young customers in using telecommunications services, and plans to continue holding forums with various customer groups including senior customers and small business owners.
"We will go beyond customer protection at the level of simple response and strengthen customer trust based on our AX 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."
