[October 29th KOREA WAVE]

Since introducing its Artificial Intelligence Contact Center (AICC) in 2018, KT has been able to reduce the average consultation time by 3 to 4 seconds. (Photo: provided by KT) (c)NEWSIS

◇ KT starts with IPTV… Merged with Korea’s largest call center

In 2017, KT announced that it had installed the AI ​​service “GIGA Genie” on its IPTV set-top boxes. It decided that it would be more advantageous to use IPTV, where KT is leading the way in Korea, than to simply have a speaker function. Through this, not only can you control your TV with voice commands, but it also recommends content. Currently, GIGA Genie has over 3.5 million users.

KT is also providing care services to vulnerable groups in society using speakers instead of set-top boxes, with plans to expand this nationwide in collaboration with local governments. GigaGenie AI is also installed in robots, cars, home appliances, kiosks, mobile apps, and more. Recently, KT teamed up with Deep Brain AI, a company specializing in virtual humans, and signed a business agreement to cooperate on the AI ​​human business.

LG U+ has launched its own AI brand,
LG U+ has launched its own AI brand, “ixy” (Photo provided by LGU+) (c)NEWSIS

◇ Belated participation LGU+

LG U+ recently launched its AI brand, “ixy.” Until now, the company had not developed its own AI services. However, it decided that it needed to internalize its own AI technology capabilities, and began developing it about two years ago.

The services that LG U+ presented were AICC and IPTV content recommendation services. In the case of AICC, the technology is not very different from that of rival companies. Instead, the company focused on resolving the aspects that customers found difficult to use.

For example, if the counselor changes during a consultation, the system will convey the customer’s requests so that the customer does not have to ask the same question again.The company has also developed a call bot service for small business owners called “My Store’s AI,” which will be launched in February next year. The AI ​​will handle telephone response tasks such as providing sales floor information and making automatic reservations on behalf of the CEO.

Content recommendations have traditionally been provided on a household basis, but in the future, they will be segmented and tailored to individuals by setting up individual profiles. This will also be expanded to the children’s and shopping areas.

(c)NEWSIS/KOREA WAVE/AFPBB News