Customer analysis cut from 8 hours to 10 minutes... KT also trims development time by 3 months

[Financial News] Tasks that once took eight hours to analyze customer feedback are now completed in within 10 minutes using artificial intelligence (AI), while development time has been cut from nine months to six. KT is applying AI to real-world work to boost productivity while expanding its use into industrial settings such as manufacturing and logistics. The company plans to expand its AI transformation (AX) business by applying technologies validated internally to customer services and new businesses.
KT said on the 15th that it had held the 2026 AID-X Day at the KT Pangyo Building for two days starting on the 14th, sharing AX innovation cases from across the group and its research and development (R&D) achievements.
The event combined the previous AID-X Demo Day and AX Tech Connect. Employees of KT and its affiliates showcased AI applications across four areas: business, innovation, work and technology.
The most notable changes were in repetitive data analysis and development work. KT used AI to analyze reviews of the My KT and KT Membership apps, along with customer feedback (VOC) submitted to its customer service center, cutting a task that previously took about eight hours to within 10 minutes. It also introduced the MAGMA BI/DW platform, which explores and analyzes data and generates dashboards in response to questions in natural language.
KT has also introduced AI into the software development process. It applied technology linking everything from screen planning and design to code generation to four projects; in one of them, development time fell from nine months to six. KT also unveiled AX Works, a platform that lets employees create and share AI agents for their work.
KT plans to extend its experience using AI to industrial settings. One key technology is the Robot Skill Flywheel, which helps humanoid robots accumulate work experience and learn new tasks. KT plans to link it with its robot service platform, the KT Robot-as-a-Service (RaaS) Suite, and apply it in manufacturing and logistics settings.
KT also showcased industry-specific technologies, including an AI agent that predicts the likelihood of vehicle breakdowns to support maintenance and warranty work, and an AX platform for managing urban air mobility (UAM) operations.
In security, KT demonstrated a security assessment platform that uses AI to search for and analyze vulnerabilities in web services, as well as customer protection technology that detects abnormal text-message transmissions and unusual patterns in micropayments. It also unveiled next-generation communications technologies, including 6G and quantum security.
KT is also working to strengthen the competitiveness of its in-house AI technologies. It introduced Mi:dm K 3.0, a next-generation voice agent and KT-Claw, a personalized expert agent, among other technologies. KT also shared prompt compression technology that compresses AI input and model router technology that selects a suitable AI model based on the characteristics of each task.
KT plans to extend the AX achievements showcased at the event across the entire group and accelerate its transformation into an ‘AX platform company’ by applying to customer services and new businesses technologies whose potential for use in real-world work has been validated.
Ock Kyung-hwa, head of KT’s IT division (CIO), said, “We will extend AX cases and know-how validated in the field throughout the organization and turn them into AX innovation that enables customers and employees to experience real change.”
[email protected] Choi Hye-rim Reporter