SK Telecom (CEO Young-sang Yoo) is the first major customer center in Korea to gradually open a customer center AI consultation support system using the self-developed Telco LLM (Large Language Model) and LMM (Large Multimodal Model) from mid-October. It was announced on the 18th that the beta service had been in operation for about a month.
SKT has developed a Telco LLM that learns various telecommunication expertise based on cooperation with major overseas LLM companies such as Anthropic.
Over the past year, we have reorganized the knowledge information system into an optimal structure for AI use and conducted model tuning using various communication-related data. In addition, dozens of customer center consultation experts participated to build various learning data to improve Telco LLM performance, and repeated reinforcement learning through testing and feedback throughout the year to create LLM and LMM models dedicated to telecommunication services.
In addition, we have developed and applied RAG (Retrieval Augmented Generation), which searches for and provides only the accurate information needed to generate answers to LLMs and augments the quality of answers so that LLMs can generate the most accurate and specific answers to questions. Response reliability has been significantly improved.
In addition, by using LMM, which can understand various images beyond text, we developed a dedicated LMM specialized for the telecommunication industry by learning images such as various documents related to telecommunication.
In the meantime, SKT has been striving to provide faster and more convenient services to customers by utilizing various AI technologies, such as quick consultation through callbots without waiting for consultation, and voiceprint authentication that verifies identity using only the customer’s voice without cumbersome procedures.
Now, we plan to go one step further and build an AI consultation support system that can utilize our self-developed Telco LLM/LMM for actual consultation work, and through this, we will be able to provide faster and higher quality consultation to customers.
First, the Telco LLM-based AI knowledge search assistant service helps counselors quickly find necessary information and guide customers.
This service does not require counselors to search for the information they need one by one in the knowledge information system. Like ‘Perplexity’ or ‘ChatGPT’, when counselors enter questions in natural language, AI searches and organizes the information on behalf of the counselor. Through this, it has been possible to shorten counselors’ information search time and provide high-quality counseling services regardless of the counselor’s individual competency/experience.
Since October 21st, actual counselors have been using the beta service in the counseling field to stabilize it, and it is planned to be fully applied to all customer counseling work starting next year.
In addition, an AI document automatic processing system will be established using AX LMM. The customer center processes dozens of documents in various forms, including photos and scanned documents, sent by customers through various channels such as text, e-mail, and fax. It is expected that AI will automatically classify and process various types of documents, greatly shortening the time required to check supporting documents.
It took about 30 seconds on average to organize the consultation results after the consultation ended, but if AI processes it automatically, counselors can provide consultation to waiting customers more quickly without having to process follow-up tasks after the consultation ends. In addition, since it is possible to quickly and accurately understand the contents of customers’ previous consultations, it is possible to provide customized consultation that is most suitable for each individual.
Hong Seung-tae, in charge of customer value innovation at SKT, said, “As SKT evolves into an AI customer center, we are not only focusing on work efficiency, but are aiming to provide optimized consultation to each customer.” “SKT is developing a Telco LLM-based consultation support system. “Based on this, we will continue to use various AI technologies in customer consultation work to take Korea’s top-level customer center consultation service to the next level.”
Source: www.nextdaily.co.kr
