Korean Air Plans To Build An AI Contact Center


Korean Air has collaborated with Amazon Web Services (AWS), a global leader in cloud technology, to create an AI Contact Center (AICC) platform that uses cutting-edge artificial intelligence (AI) technologies to improve customer center services.

On May 20, Keehong Woo, President of Korean Air; Kenneth Chang, Executive Vice President and Chief Marketing Officer of Korean Air; Francessca Vasquez, Vice President, Professional Services and GenAI Innovation Center, AWS; Pasquale DeMaio, Vice President, Amazon Connect, AWS; Kee Ho Ham, CEO, AWS Korea; and Ben Cabanas, Director, AWS Global Sales Technology, attended a kick-off event for the AICC at the airline’s headquarters in Seoul.

The AICC is a cloud-based intelligent customer service platform that employs AI to power voice bots and chatbots that respond to client requests. Companies that use an AICC can provide more personalized and efficient customer care than traditional contact centers by leveraging modern AI and cloud technology.

Korean Air’s AICC will supplement direct customer contacts by utilizing call record analysis to enhance service quality. Furthermore, the airline intends to improve operational efficiency by incorporating AI capabilities, lowering costs through centralized administration, introducing new services, and extending service channels.

Korean Air plans to optimize its call center operations by integrating its existing infrastructure into a single AWS Cloud platform by September of this year. Following this update, the airline plans to significantly improve its services by using machine learning and generative AI by next February.

“Providing personalized experiences and swiftly resolving issues are key to developing and reinforcing customer trust,” stated Korean Air’s 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.”

Korean Air is actively developing its digital transformation skills in order to improve customer satisfaction levels. In 2021, the airline became the first major worldwide airline to complete a full migration of its IT systems to the cloud, allowing for proactive and agile reactions to quickly changing market conditions. Last year, Korean Air also introduced Workday, a cloud-based finance and human resource management software-as-a-service (SaaS), to streamline processes.


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