SK Broadband is boosting customer satisfaction through AI-powered consultation services, improved network quality and specialized plans for small business owners.
The company ranked first in both the high-speed internet and IPTV categories of the National Customer Satisfaction Index (NCSI) survey conducted by the Korea Productivity Center for the 16th consecutive year, according to the telecommunications industry on Wednesday. The NCSI is a leading customer satisfaction indicator that comprehensively evaluates service quality, reliability, expertise and usability across industries.
SK Broadband manages customer experience based on granular metrics including the Net Promoter Score (NPS) and Customer Effort Score (CES). The company operates a companywide customer experience council chaired by the CEO to identify service improvement tasks, and has established a feedback system that collects opinions from about 5,000 customers each month and reflects them in actual services.
AI technology is being applied across customer management. The 24-hour AI chatbot "Chatbee" has expanded its coverage of major inquiry scenarios including billing, installation and relocation, enabling about 93% of all inquiries to be handled without connecting to a human agent. According to the company, Chatbee's monthly average consultation volume has increased 2.6-fold compared with the previous chatbot 1.0.
Network quality has also been strengthened. The recently launched "Giga Wi-Fi 7" router delivers wireless speeds of up to 2.88 Gbps, twice as fast as the previous Wi-Fi 6, and applies multi-link technology to support stable connections even when multiple devices are used simultaneously. The IPTV service B tv has been upgraded with "AI B tv," which is based on generative AI and large language models (LLMs). Cumulative usage of AI media agent "A." surpassed 100 million in December last year, and monthly active users (MAU) have doubled over the past year.
For IPTV quality management, SK Broadband uses an AI-based system called "AQUA." The company collects more than 2.2 billion data points daily from all B tv set-top boxes to detect abnormal signs in advance. It identifies customers who may experience quality degradation and takes preemptive improvement measures before issues arise.
The company has also expanded offerings targeting small business owners. In July last year, it launched "Deundeun Internet," which adds financial fraud compensation and in-store equipment repair benefits to existing internet rates. It also introduced "Share Internet," which allows up to 10 desktops and laptops to be used simultaneously over a single high-speed internet line. In March this year, it rolled out the "Sajangnim Ansim" service, featuring a preventive, diagnostic and inspection security system along with a waiver of early-termination fees in the event of business closure.
