SK Telecom (SKT) has been selected as a top-tier enterprise for five consecutive years in the Call Center Quality Index (KS-CQI) evaluation administered by the Korean Standards Association.

SKT stated on the 15th that this result is attributed to integrating AI across all consultation processes to enhance operational efficiency while simultaneously strengthening consultant competencies and converting telecommunications terminology into simpler language.

KS-CQI is a system administered by the Korean Standards Association that measures call center service levels annually and grants certifications to excellent enterprises.

Based on customer satisfaction surveys and telephone monitoring, the evaluation assesses 39 items across 7 components: △reliability △courtesy △initiative △accessibility △physical environment △core services and △supplementary services.

SKT reportedly received high scores in the reliability, courtesy, and core services categories in this evaluation.

SKT's customer center has independently developed and operates an AI solution that monitors customer satisfaction and consultation content in real-time, reflecting field opinions from consultants.

Through this solution, consultants analyze satisfaction data collected during consultations and receive customized coaching.

For dissatisfaction cases, additional analysis of conversation speed and intonation enables specific identification of improvement points, SKT explained.

The company plans to continue advancing the solution to enhance quality management precision and operational efficiency together.

Additionally, through AI chatbot and call bot advancement, SKT has established a 24-hour consultation system and reduced customer waiting times.

Simple repetitive tasks such as reservation registration and confirmation, and order cancellation are handled by AI, while consultants are restructuring their roles to focus on emotional care and customer empathy.

SKT is also conducting training where AI analyzes frequently used expressions in consultation operations to convert complex telecommunications terminology into everyday language.

Examples include replacing '감도미약' with '신호가 약함' (weak signal) and '공기계' with '안 쓰는 휴대폰' (unused mobile phone).

Lee Hye-yeon, Head of SKT's Customer Value Innovation Division, stated, "The customer center must evolve into a core organization that designs customer experiences. We will continue to provide trustworthy services by combining AI technology with consultants' empathy capabilities."