Korean Air has partnered with Amazon Web Services (AWS), a global leader in cloud technology.
The partnership will see the development of an AI Contact Centre (AICC) platform as part of the airline's ongoing digital transformation.
The new facility incorporates innovative artificial intelligence (AI) technology that will improve the customer centre's services.
Korean Air held the AICC kickoff event at its Seoul headquarters on May 20. The airline was represented by Korean Air President Woo Kee Hong and Executive Vice President and Chief Marketing Officer Kenneth Chan.
Also in attendance were Francessca Vasquez, vice president of AWS Professional Services and GenAI Innovation Center, Pasquale DeMaio, vice president of AWS Amazon Connect, Kee Ho Ham, CEO of AWS Korea, and Ben Cabanas, director of AWS Global Sales Technology.
AICC: A cloud-based platform
The official announcement was made at Korean Air's Seoul headquarters on May 20. The new AICC platform promises to make customer interactions smarter and more efficient.
The platform leverages AI-powered voice and chatbots to handle inquiries directly and assign human agents to more complex issues.
This shift goes beyond the traditional call center to provide a personalized, streamlined experience for everyone.
Beyond direct customer interactions, AICC offers significant long-term benefits to Korean Air: By leveraging call log analysis, the airline can continuously improve its service quality and identify areas for improvement.
In addition, integrating AI capabilities will streamline operations and reduce costs through centralized management. The new platform paves the way for future feature development and service channel expansion.
Part of a transformation strategy
Moving to the cloud is a central pillar of Korean Air's digital transformation strategy, and the airline plans to consolidate its entire call center infrastructure onto a single AWS cloud platform by September of this year.
This foundation will be further strengthened by incorporating machine learning and generative AI by February 2025.
“Personalized experiences and quick problem resolution are key to building trust with customers,” he said. Korean Air Chief Marketing Officer Kenneth Chang.
“Through our partnership with Amazon Web Services and the power of AI, we are transforming the way we interact and ultimately enhance the customer journey at every touchpoint.”
AICC's digital transformation efforts are not limited to this: in 2021, Korean Air became the first major global airline to fully migrate its IT systems to the cloud.
This ensures agility and responsiveness in a dynamic market.The airline adopted Workday, a cloud-based SaaS solution for financial and human resources management, in 2023 to further streamline operations.
summary
Korean Air keeps customer satisfaction at the forefront of its strategy by embracing cutting-edge technology to ensure continued success in the highly competitive airline industry.
Korean Air Co., Ltd., operating as Korean Air, is the flag carrier of South Korea and the largest airline in South Korea based on aircraft size, international destinations and number of international flights. It is owned by the Hanjin Group.
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