SK Telecom has unveiled the completion of its AI Customer Service Support System beta service, a sophisticated AI system tailored for telecommunications applications. SK Telecom's proprietary telecommunications-specialised large language model (Telco LLM) and large multimodal model (LMM) power the system, aiming to revolutionise customer service.
"Our transformation into an AI contact center represents more than just operational efficiency — it's about delivering truly personalised, customer-centric service," said Hong Seung Tae, vice president and head of Customer Value Innovation Office at SK Telecom.
"Through our Telco LLM-based AI Customer Service Support System, we expect to set new standards in customer service excellence and position ourselves as the industry leader in AI-driven customer support," Hong added.
Innovations and features
The system innovates by using Retrieval-Augmented Generation (RAG) to enhance response accuracy by retrieving and leveraging relevant information in generating responses. Additionally, SK Telecom's Telco LMM claims to process text and telecommunications-related images.
The service features an AI Knowledge Search Assistant, a natural language interface enabling agents to instantly access relevant information. Moreover, its Intelligent Document Processing claims to automatically categorise and process various customer-submitted documents received through multiple channels.
SK Telecom is in the process of refining and updating both features. In December, the company will release a third feature, Automated Post-Processing System for Consultation Results, that aims to automate tasks such as categorising and summarising consultation outcomes.
