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Korean Air and AWS Team Up to Build AI Contact Center

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Let’s talk about Korean Air.

Korean Air, a well-known South Korean airline, flies passengers and cargo to more than115 international destinations in Asia, Europe, North and South America, Africa and Australia. It boasts a modern fleet, offers business and first-class cabins in addition to economy and is a member of the SkyTeam alliance.

Within the organization, Korean Air is actively building its digital transformation capabilities to maximize customer satisfaction.

In 2021, the airline completed an all-in migration of its IT systems to the cloud. This allowed for proactive and flexible responses to changing market conditions. Additionally, in 2023, Korean Air also implemented Workday, a cloud-based financial and HR management SaaS, to streamline processes.

Further building its digital transformation capabilities, Korean Air recently partnered with Amazon Web Services to develop an AI Contact Center, or AICC, platform that incorporates AI technologies to improve customer center services.

AWS is an on-demand cloud computing platform that provides a broad range of compute, storage, database, analytics, application deployment, security and management services to businesses, governments and educational institutions.

Combined with Korean Air, the cloud-based AI platform, AICC, will enhance customer service through voice and chatbots and will surpass traditional call centers by offering personalized support via innovative AI technology.

This integration will complement direct customer interactions and use call data analysis for improved service quality. Additionally, Korean Air anticipates increased operational efficiency through centralized management and potential cost reductions. The airline also plans to incorporate new features and expand service channels.

“Providing personalized experiences and swiftly resolving issues are key to developing and reinforcing customer trust,” said Korean Air Chief Marketing Officer Kenneth Chang. “Our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers to enhance the customer experience.”

As part of the initiative, Korean Air will consolidate its existing call center infrastructure onto a single AWS cloud platform by September. Following this migration, the airline aims to further refine its services by integrating machine learning and generative AI by February 2025.




Edited by Alex Passett
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