Reduce contact center waiting times from product inquiries to orders and returns

KT announced that it signed a Memorandum of Understanding (MOU) with NS Home Shopping for the establishment of a digital contact center at the NS Home Shopping headquarters in Bundang-gu, Seongnam-si, Gyeonggi-do.

Through this business agreement, both companies plan to build a more advanced digital contact center by combining artificial intelligence (AI) and big data analysis technologies with consultation databases and service operation know-how. This is expected to not only increase customer satisfaction for home shopping customers but also improve the working environment for counselors.

The establishment of NS Home Shopping's digital contact center is scheduled to proceed in stages. KT will combine its artificial intelligence and big data know-how, gained from operating the nation's largest customer center, to initially apply services such as AI chatbots, customer-tailored ARS, and optimized consultation data analysis and management. Subsequently, the company plans to further enhance the services by introducing additional features, including natural language recognition AI response agents (AI Call Agent) and AI agent response support (AI Call Assist).

Once the digital contact centers of both companies are completed, customers using NS Home Shopping will be able to experience reduced waiting times and standardized quality consultation throughout the entire process, from product inquiries to orders and returns. NS Home Shopping's counselors can reduce repetitive tasks through automatic shipping address entry and consultation type classification functions, and by establishing a system to efficiently respond to customer complaints using customer sentiment analysis, it is expected to help protect the human rights of counselors.

Park Yoon-young, Executive Vice President and Head of KT’s Corporate Business Division, stated, “Through this collaboration, both companies will introduce a future-oriented contact center capable of enhancing customer satisfaction for NS Home Shopping as well as improving the working environment for counselors,” adding, “We will strive to enable NS Home Shopping to lead digital innovation by applying KT’s advanced ICT technology to the home shopping sector.”