Korean Air has teamed up with Amazon Web Services (AWS) to develop an AI Contact Center (AICC) platform that will use artificial intelligence to improve customer support services.
The airline announced the partnership at a kick-off event held at its Seoul headquarters on May 20, 2024, attended by senior executives from both companies.
The AICC is a cloud-based intelligent customer service platform that utilizes AI-powered voice and chatbots to answer customer inquiries, offering more personalized and efficient support compared to traditional call centers.
Korean Air plans to use the AICC to complement direct customer interactions and analyze call logs to enhance service quality. The airline also aims to boost operational efficiency and reduce costs by integrating AI capabilities and centralizing management through the AWS Cloud platform.
“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.”
The first phase of the project will see Korean Air consolidate its current call center infrastructure into a single AWS Cloud platform by September 2024. The airline then plans to further refine its services by integrating machine learning and generative AI by February 2025.
The move is part of Korean Air’s ongoing digital transformation efforts aimed at maximizing customer satisfaction. In 2021, the carrier became the first major global airline to fully migrate its IT systems to the cloud, enabling more proactive and flexible responses to changing market conditions.
Last year, Korean Air also implemented Workday, a cloud-based financial and HR management software-as-a-service (SaaS), to streamline internal processes.
The partnership with AWS reflects the growing trend of airlines turning to AI and cloud technologies to improve customer service and operational efficiency in an increasingly competitive industry.
