KT Wins Three Contact Center Quality Awards, Named Best in Mobile Communications for 12th Consecutive Year

[Financial News] KT announced on the 15th that it was named the top company in the mobile communications and high-speed internet and Internet TV (IPTV) categories in the Korean Standards Association’s (KSA) 2026 Korean Standard Contact Service Quality Index (KS-CQI). It also won the AX Contact Center Innovation Award in recognition of its achievements in innovating customer service centers through artificial intelligence (AI), making it a three-time winner.
KT was named the top company in mobile communications for the 12th consecutive year and in high-speed internet and IPTV for the 13th consecutive year. The Contact Center Service Quality Index is an evaluation system that comprehensively assesses contact center service quality and customer satisfaction across 335 companies in 97 industries.
Since 2017, KT has introduced technologies such as voicebots, chatbots and automated voice authentication into its customer service operations using its own AI engine. More recently, it has advanced its AI-based customer service system by building an Agentic AICC, in which AI assesses and handles customer requests.
KT’s AI voicebot, Genie, responds to customer inquiries 24 hours a day, 365 days a year. Combining deep-learning-based service knowledge with generative AI, it understands the context of inquiries and supports the entire process, from providing guidance to handling actual tasks. When internet or TV problems occur, it can resolve the issue remotely and verify the outcome, allowing customers to receive assistance without being connected to a representative.
KT’s customer service centers handle an average of approximately 5 million consultations per month through AI voicebots and automated response systems (ARS). The resolution rate for customer requests handled by AI voicebots without connecting to a representative is approximately 75%.
KT also operates an AI Consultation Assist service for representatives. Based on a large language model (LLM), it summarizes customer conversation histories in real time and recommends suitable products and response scenarios. After consultations, AI-based quality assessments, self-learning and issue monitoring help improve representatives’ capabilities. KT also operates sign-language consultation services for people with hearing impairments and dedicated multilingual customer service centers for foreign customers.
Choi Se-jun, executive vice president and head of the Customer Strategy Division in KT’s Customer Division, said, "We will continue to combine AX-based customer service center innovation with careful, human-centered care to provide customers with a differentiated consultation experience."
[email protected] Choi Hye-rim Reporter