AI Contact Center for Korean Air

In order to utilise AI to enhance customer services, Korean Air has announced a partnership with Amazon Web Services.

The partnership underlines that AWS, a global leader in cloud technology, will create an AI Contact Center for the airline, which will ultimately improve customer services. The collaboration was announced at a special launch event held at Korean Air’s headquarters in Seoul, South Korea, on May 20, 2024. The event saw in attendance big names like Kee-Hong Woo (President, Korean Air Lines Co. Ltd.), Kenny Chang (Executive Vice President, CMO, Korean Air), Francessca Vasquez (Global Vice President, Professional Services & GenAI Innovation Center, Amazon Web Services), Pasquale DeMaio (Vice President, Amazon Web Services), Kee Ho Ham (Country Managing Director, Korea, Amazon Web Services Korea), and Ben Cabanas (WW Director of Technology & Customer Solutions, Amazon Web Services).

At the event, Kenny Chang remarked, “Providing personalised experiences and swiftly resolving issues are key to developing and reinforcing customer trust. Our partnership with Amazon Web Services will leverage advanced AI technologies to transform the way we interact with our customers to enhance the customer experience.”

The new AI Contact Center for Korean Air will be a cloud-based customer service platform that will use AI to solve customer queries. The airline aims to use the AI service to cut out the need of call center services, reduce costs, and increase efficiency. The new service center is planned to be in use by February 2025.