SK Telecom customers can expect reduced consultation times with customer service representatives this year. This is thanks to the new AI service, Telco LLM, which utilizes large-scale language learning.
On the 30th, SK Telecom held a technology presentation for Telco LLM (Large Language Model) at the SKT Tower in Euljiro, Seoul. The Telco LLM is an advanced AI deep-learning model trained on massive amounts of sentence data.
Currently, one of the flagship services utilizing this technology is the AI app called A-dot. A-dot serves as a lifestyle information assistant for SK Telecom customers, providing them with a variety of information.
SK Telecom plans to apply the Telco LLM to company operations following its use in general AI services, significantly increasing work efficiency. The first application will be in customer complaint handling.
Eric Davis, who manages AI platform initiatives, explained, “For example, if a customer asks a representative about VIP movie benefits, the representative can use the Telco LLM feature not only to provide information about the partner CGV but also to inform them of updates from Lotte Cinema, guiding them with detailed information.” He continued, “When a customer inquires about roaming plans while traveling or on business, the system can quickly retrieve their travel schedule and data usage patterns to recommend the optimal roaming plan.” Additionally, he mentioned, “By incorporating a ‘post-call’ text message service for plan changes and other services, we can drastically reduce the time customers spend processing their requests.”
Telco LLM does not only learn from the operational data of customer service representatives. It also includes protective features for the representatives. By training on various real-life languages, it helps prevent mental harm caused by verbal abuse from customers. Eric Davis explained, “We have implemented a counselor protection system that activates when a representative is subjected to verbal abuse, thus safeguarding them from such incidents.”
However, concerns about the accuracy and security of the Telco LLM have arisen. In response, Eric Davis stated, “We are securing more data to increase accuracy” and emphasized that “with 40 years of call center management expertise, we are focusing on data security.”
The anticipation is growing for what SK Telecom’s newly unveiled large-scale language model, the Telco LLM, will deliver.
By Jung Sang-jin daedusj@autodiary.kr