Korean Air is to work with Amazon Web Services (AWS) in order to provide AI voice bots and text chatbots to answer customer enquiries.

Automated call centres are rarely popular with passengers, but Korean Air’s Chief Marketing Officer Kenneth Chang believes the new AI Contact Centre will improve customer relations.

“Providing personalized experiences and swiftly resolving issues are key to developing and reinforcing customer trust,” he said. “Our partnership with AWS will leverage advanced AI technologies to transform the way we interact with our customers to enhance the customer experience.”

READ: AI K-Pop ‘band’ used in Korean Air safety video

The AICC is a cloud-based customer service platform that uses AI to power voice bots and chatbots to answer customers. The idea is that by using an AICC, companies can offer more personalized and efficient customer support through innovative AI and cloud technologies, surpassing basic call centre services.

Korean Air is not shy when it comes to implementing new technology. In 2021, the airline became the first major global airline to complete an all-in migration of its IT systems to the cloud, enabling proactive and flexible responses to rapidly changing market conditions. Last year, Korean Air also implemented Workday, a cloud-based financial and HR management software-as-a-service (SaaS), to streamline processes.

Front of house, the airline enlisted AI pop ‘band’ Mave to front it’s passenger safety videos in January 2024.