- SK Telecom launches AI-powered customer service tool, utilizing its proprietary Telco LLM and LMM to enhance service efficiency and accuracy.
- The system features an AI Knowledge Search Assistant, Intelligent Document Processing, and an Automated Post-Processing System, set for full deployment in 2025.
In a major step toward revolutionizing customer service, SK Telecom launches AI-Powered customer service tool that promises to significantly improve the speed and efficiency of its support operations. Built using the company’s proprietary Telco large language model (LLM) and multimodal model (LMM), this new tool is designed to streamline agent workflows, reduce response times, and enhance overall service quality.
What happened
On November 18, 2024, SK Telecom launches AI-Powered customer service tool with the announcement of its successful completion of its AI Customer Service Support System beta, which has been in use since mid-October. The system combines advanced AI technology, including Retrieval Augmented Generation (RAG), to assist customer service agents in accessing the information they need more quickly and accurately. This launch follows a year of development, during which the company optimized its LLM and LMM specifically for telecommunications applications, working alongside global AI companies and integrating feedback from dozens of customer service experts.
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The new system introduces several groundbreaking features: the AI Knowledge Search Assistant, Intelligent Document Processing, and an Automated Post-Processing System for consultation results. The AI Knowledge Search Assistant helps agents find relevant information instantly, bypassing the need for manual searches. Intelligent Document Processing automatically categorizes and processes customer-submitted documents, while the upcoming Post-Processing System will automate tasks like consultation summaries and follow-up actions, freeing up agents to focus on customer interactions.
Why this is important
SK Telecom’s shift towards AI-driven customer service isn’t just about reducing operational costs—it’s about enhancing the customer experience. By leveraging its proprietary Telco LLM, SK Telecom is able to provide personalized, efficient consultations for each customer. The system’s ability to quickly retrieve accurate information is set to cut down on wait times, improve the quality of responses, and ultimately offer a more seamless experience for customers.
This move places SK Telecom at the forefront of AI in telecommunications, setting new standards for customer service excellence. The AI-powered system allows the company to optimize its workforce, reduce manual labor, and increase the number of customers agents can serve. As SK Telecom plans to expand the system’s deployment in 2025, it also anticipates using the AI tools to enhance the scalability and reliability of its customer service operations across Korea and beyond.
The successful rollout of this AI customer service tool is not just a technological advancement for SK Telecom, but a significant step forward for the telecommunications industry as a whole. With the rise of AI in customer service, it’s clear that the future of support lies in innovation and automation—qualities SK Telecom is poised to lead.
