Science & Tech · AI · 2 hrs ago
KT says AI tools cut average customer-service call time by 11%
South Korean telecom company KT is using generative AI in its customer service through a voicebot and a tool that assists human agents.
The voicebot handles an average of 1.2 million calls a month and can take service requests and guide some troubleshooting, including at night and on weekends.
KT says the share of calls completed by the bot rose from 77% to 81% after its introduction.
For calls handled by staff, the AI assistant provides information during conversations and creates summaries and call categories afterward.
KT says this tool cut average call time by 31 seconds, or 11%, and slightly reduced staff turnover.
The company plans to upgrade the bot for more complex questions and extend its AI contact-centre business to industries including finance, healthcare and retail.
KT says its AI customer-service assistant reduced average call time by 31 seconds, or 11%.
The company said its voice bot handles an average of 1.2 million consultations per month.
KT reported that the voice bot’s completion rate rose from 77% to 81% after its introduction.
The bot can handle service requests and troubleshooting at weekends and overnight.
KT plans to expand the AI tools and extend its AI contact-centre business into more industries.
- Who
- KT, a South Korean telecommunications company.
- What
- KT says its AI tools reduced average customer-service call time by 31 seconds, or 11%.
- When
- The report was published on October 29, 2026. The introduction date of the tools is not stated.
- Where
- KT customer-service centres in South Korea.
- Why
- KT is using AI to automate customer-service work and improve service quality and efficiency.
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KT said the voice bot’s consultation completion rate increased from 77% to 81%.
KT reported that its AI customer-service tools reduced average call time by 31 seconds, or 11%.
KT said it plans to develop the voice bot into a voice agent and expand the assistant’s use.
- Average call-time reduction
- 31 seconds, or 11%
- Voice bot consultations
- 1.2 million per month
- Completion rate
- Rose from 77% to 81%
- A/S-related repeat inquiries
- KT expects about 200,000 customers per year to avoid the inconvenience
- Industries targeted for expansion
- Finance, public services, healthcare, manufacturing and distribution