AI in Customer Service Center Helps SKT Earn Top Call Center Quality Rating for Fifth Straight Year

[Financial News] SK Telecom was named the top-performing company for the fifth consecutive year in the 2026 Call Center Quality Index (KS-CQI) survey conducted by the Korean Standards Association (KSA). Its use of artificial intelligence (AI) throughout the customer consultation process to improve service quality and operational efficiency received favorable reviews.
SKT announced on the 15th that it had been named the top-performing company in the 2026 Call Center Quality Index survey.
The Call Center Quality Index is a certification program that evaluates call center service quality each year and recognizes companies with outstanding performance. Through customer satisfaction surveys and telephone monitoring, it assesses 39 items across seven components: reliability, courtesy, responsiveness, accessibility, physical environment, core service and supplementary service.
SKT has worked to improve consultation quality by introducing AI into the customer service process and providing personalized coaching for each counselor. As a result, it received high scores in several areas, including reliability, courtesy and core service.
In particular, SKT has developed and deployed an AI solution that monitors customer satisfaction and consultation content, incorporating feedback from counselors working in the field. The AI analyzes customer satisfaction data collected during consultations, helping counselors review their own methods and receive personalized coaching.
For cases involving customer dissatisfaction, the system analyzes not only the consultation content but also the pace of conversation and intonation. This allows the company to identify specifically which responses were appropriate and which areas need improvement. SKT plans to continue upgrading the solution to make consultation quality management more precise.
SKT is also expanding the scope of consultation tasks handled by AI. AI processes simple, repetitive tasks such as accepting, confirming and responding to consultation reservations, as well as canceling orders. Counselors can therefore focus on work that requires communication and empathy with customers. In line with this approach, SKT regularly provides training to strengthen counselors’ emotional-care and communication skills.
SKT also operates 24-hour consultation services using AI chatbots and callbots. The company explained that AI classifies consultation types and automatically recommends answers, reducing customers’ waiting time while improving response accuracy and operational efficiency.
AI is also being used to replace difficult telecommunications terms with expressions that customers can understand more easily. By analyzing phrases frequently used in customer consultations, SKT has strengthened counselor training so that “weak signal” is used instead of “insufficient sensitivity” and “an unused mobile phone” instead of “a phone without a carrier contract.”
Lee Hye-yeon, head of SKT’s Customer Value Innovation Office, said, “Customer service centers must evolve beyond places that respond to customer inquiries and become core organizations that design the customer experience. By combining sophisticated AI technology with counselors’ sincere empathy, we will continue providing services that customers can trust even more.”
[email protected] Yoon Hong-jip Reporter