SK Telecom’s T World stores are evolving with an upgraded consulting system termed ‘visual consultation’ and smart ‘AI-based counseling’ to enhance customer service efficiency.
To improve customer convenience and trust, SK Telecom announced on the 11th that customer tablets equipped with real-time screen mirroring would be provided at official stores nationwide. They will also utilize AI customer modeling to deliver increasingly sophisticated personalized recommendation services.
The newly implemented ‘T-Screen Sharing’ service allows customers visiting the store for new subscriptions or device changes to view and verify their subscription details and usage pattern data directly on a tablet shared by the consulting staff.
Previously, store personnel might share their tablets or mirror monitor screens with customers, but the ‘T-Screen Sharing’ consultation service uniquely shares the entire consultation process on customer-exclusive tablet screens, allowing them to sign directly on the device, creating a customer-led consulting environment.
This approach not only boosts customer trust in the consultation process but also enables product information tailored to the specific customer, based on AI customer modeling. While the staff processes customer requests, customers can navigate the tablet themselves to access service benefits and useful information.
The ‘T-Screen Sharing’ initiative aligns with SK Telecom’s existing ESG management activities that promote environmental protection by reducing unnecessary paper application forms. SK Telecom already provides detailed information and relevant images for products in a digital sales talk format rather than printed materials.
Furthermore, to streamline the workload from device change consultations to activation, the company has reduced the number of steps from 13 to just 5, continuously improving the process for customers visiting T World to complete their desired tasks swiftly and easily.
SK Telecom anticipates that the ‘T-Screen Sharing’ service will enhance AI-based product and service sophistication while also increasing the productivity of store personnel.
Earlier this year, SK Telecom established a dedicated organization named the MNO AIX Center to accelerate the AI transformation in telecommunications, and plans to leverage the customer consult data accumulated through the ‘T-Screen Sharing’ infrastructure to analyze with AI for optimal consulting delivery.
Kim Sang-bum, Head of Distribution at SK Telecom, stated, “The introduction of the T-Screen Sharing service has enabled us to provide a more positive consultation experience for customers and improve the work efficiency of T World staff. By integrating AI technology with the capabilities and experiences accumulated through the digital transformation of offline stores, we plan to offer differentiated value to our customers.”
Lee Sang-jin daedusj@autodiary.kr