SK Telecom (CEO Yoo Young-sang) is the first major customer center in Korea to launch an AI consulting support system that applies industry-specific LLM, and it is expected that this will help understand each customer's situation and provide quick, customized consulting for each customer.

SKT announced on the 18th that it has been the first major domestic customer center to gradually open a customer center AI consulting support system utilizing its self-developed Telco LLM (Large Language Model) and LMM (Large Multimodal Model) since mid-October, and has successfully operated a beta service for about a month.

SKT developed the Telco LLM by collaborating with major overseas LLM companies to acquire diverse telecommunications expertise, and through this, built a system optimized for customer center consulting work.

This system helps counselors quickly find the information they need through an AI knowledge search assistant service, and can automatically classify and process customers' documents by introducing an AI document automatic processing system.

Through the AI consulting support system, customers can receive faster and more accurate consulting, and counselors can also perform their work more efficiently.

SKT Hong Seung-tae, in charge of customer value innovation, said, “In evolving into an AI customer center, we are not only focusing on improving work efficiency, but also on providing personalized services to each and every customer. “We aim to provide optimized consultation,” he said, adding, “We will continue to utilize various AI technologies in customer consultation work to take our domestic customer center consultation service to the next level.”