South Korea’s flag carrier, Korean Air is developing an AI Contact Centre (AICC) in partnership with Amazon Web Services (AWS), leveraging artificial intelligence (AI) to elevate its customer service.
According to the press release, the AICC will enable the airline to provide passengers with more efficient, personalised customer support through AI powered voice bots and cloud technology. By September, Korean Air will consolidate its current call centre infrastructure into a single AWS Cloud platform ready to integrate machine learning (ML) and generative AI by February.
Highlighting the airline’s commitment to innovation and customer satisfaction, Kenneth Chang, Chief Marketing Officer, Korean Air said:
“Providing personalised experiences and swiftly resolving issues are key to developing and reinforcing customer trust […] our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers to enhance the customer experience.”
In January, Korean Air firmly demonstrated their willingness to adopt and leverage new technology to improve customer experience, introducing virtual humans to their inflight safety videos. The airline explained this as an effort to re-engage passengers with the importance of inflight safety as well as offering a novel experience for travellers.
For more like this see:
- GUEST ARTICLE: Korean Air successfully tests 5G backed UAM system
- Interview with Kenny Chang, EVP & CMO, Korean Air – Marketing, culture, and technology
- Incorporating virtual humans into the passenger experience
