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Kee Ho Ham, CEO, AWS Korea (L), and Keehong Woo, President of Korean Air (R)

Korean Air, Amazon Web Services to Develop AICC Platform

Our Bureau - : May 20, 2024 - : 10:31 pm

Korean Air has announced a strategic partnership with Amazon Web Services (AWS) to develop an AI Contact Center (AICC) platform aimed at enhancing customer service operations. The initiative, unveiled during a kick-off event at Korean Air’s headquarters in Seoul on May 20, brings together industry leaders in cloud technology and artificial intelligence.

Key figures present at the event included Keehong Woo, President of Korean Air; Kenneth Chang, Executive Vice President and Chief Marketing Officer of Korean Air; Francessca Vasquez, Vice President of Professional Services and GenAI Innovation Center at AWS; Pasquale DeMaio, Vice President of Amazon Connect at AWS; Kee Ho Ham, CEO of AWS Korea; and Ben Cabanas, Director at AWS.

The AICC platform is designed to revolutionize customer service through cloud-based AI technologies, enabling voice bots and chatbots to efficiently address customer inquiries. By harnessing the power of AI, companies can deliver more personalized and responsive support, exceeding the capabilities of traditional call center services.

Korean Air’s implementation of the AICC will enhance direct customer interactions while leveraging call log analysis to enhance service quality. The airline also aims to streamline operations and reduce costs by integrating AI capabilities and centralizing management functions, with plans to expand service channels and introduce new features.

In a bid to enhance efficiency, the airline plans to consolidate its existing call center infrastructure into a single AWS Cloud platform by September. Looking ahead, the airline aims to further enhance its services by integrating machine learning and generative AI by February next year.

“Providing personalized experiences and swiftly resolving issues are key to developing and reinforcing customer trust,” said 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’s collaboration with AWS underscores its commitment to digital transformation and customer satisfaction. In 2021, the airline completed a comprehensive migration of its IT systems to the cloud, enabling agile responses to market dynamics. Furthermore, Korean Air adopted Workday, a cloud-based financial and HR management software, to streamline internal processes in the preceding year.


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