Innovating Customer Service Through AI Transformation: KT Alpha Shopping Records Highest Score in Call Center Quality Index
- Input
- 2026-09-16 10:28:53
- Updated
- 2026-09-16 10:28:53
[Financial News] KT Alpha Shopping has received certification after recording the highest score for 11 consecutive years in the T-commerce (data home shopping) category of the 2026 Call Center Quality Index (KS-CQI), organized by the Korean Standards Association (KSA).
According to industry sources on the 16th, the Call Center Quality Index (KS-CQI), also known as the Korean Standard-Contact Quality Index, is a quality measurement index that the KSA surveys and announces annually to promote the development and competitiveness of Korea’s call center industry.
KT Alpha Shopping recorded the highest score in the T-commerce category for 11 consecutive years, driven by continuous innovation aimed at improving customer convenience and consultation quality. Last year, it was selected as an outstanding company after achieving the highest score for 10 consecutive years and became the first company in the industry to enter the Hall of Fame.
This year, under its “Connected Commerce” strategy, which links customers, products and channels, the company is actively applying AI transformation (AX) to its call center operations. A call forecasting dashboard analyzes broadcast schedules and order trends to predict incoming consultation volumes. A daily customer risk management report identifies warning signs in the product, payment and delivery processes in advance, while a customer-service guide portal integrates consultation standards and work guidelines. These tools enable the company to respond to customer inquiries more quickly and proactively.
In addition, AI-based Voice of the Customer (VoC) analysis identifies customer inquiries and inconveniences by type and context. The findings are shared with relevant departments and reflected in product and service improvements. The company is advancing its customer-service system beyond simply responding to inquiries by identifying and addressing the causes of customer inconvenience in advance.
Under the philosophy that “customers can be happy only when counselors are happy,” KT Alpha Shopping has streamlined repetitive tasks through systems, allowing counselors to focus more on understanding customers and making judgments. It also continues to operate counselor-protection policies, psychological stress-care programs and an internal counseling hotline to create a healthy consultation environment.
Park Jeong-min, CEO of KT alpha, said, “Recording the highest score for 11 consecutive years is the result of customers’ trust and counselors’ dedication. As we transition to Connected Commerce, we will continue to innovate how we work through AX. At the same time, understanding customers and making judgments will remain the role of people, enabling us to create differentiated customer experiences.”
[email protected] Kim Hyun-ji Reporter