Korean Air, Amazon to build AI customer center

South Korea's Korean Air Lines Co. announced on Monday that it will build an artificial intelligence (AI) contact center (AICC) platform in collaboration with Amazon Web Services (AWS), Amazon's cloud service division.

The cloud-based platform will utilize AI-powered voice and chatbots to answer customer inquiries, moving beyond simple guidance and consultations to offer systematic customer management and personalized services.

Korean Air plans to convert the current call center system to a platform based on AWS cloud by September and further enhance the platform with machine learning and generative AI by February next year.

Korean Air explained that the AICC is expected to streamline call center operations, reduce costs through centralized management, and improve service quality via call log analysis. 

Write to Jung-Eun Shin at newyearis@hankyung.com