KT Corp introduces multilingual AI consultant at stores, a first in South Korea's telecom industry

Foreign customers visiting KT Corp stores will now be able to get telecom service information in their own language.

KT Corp said Monday it is introducing the "KT Multilingual AI Consultant" at its retail stores — a first in South Korea's telecommunications industry.

The system guides foreign customers through information they need to use KT's services, including rate plans, add-on services, subscription procedures and membership benefits, all in their native language.

It supports more than 20 languages, including English, Chinese, Thai and Vietnamese, and is designed to help foreign customers easily understand KT's wired and wireless products and their terms of use.

KT said it expects the service to lower language barriers for foreign customers and create a smoother consultation experience. The company added that the multilingual AI consultant can also serve as an on-site assistant at small or single-staff stores, improving customer service efficiency.

KT has been piloting the multilingual AI consultant since March in partnership with conversational AI startup CPlatAI at three stores in the Greater Seoul area catering to foreign customers — in Ansan, Hyehwa and Suwon.

Based on the pilot results, KT confirmed the system's effectiveness in supporting foreign customer consultations and its viability for broader store deployment. The company plans to roll out the service to additional stores in stages this month.

The multilingual AI consultant is an example of KT's AI transformation, or AX, initiative — bringing hyper-personalized service and tailored customer experiences into its physical retail locations.

KT also plans to link the system with app-based after-service features so foreign customers can access telecom information in their own language outside of stores. The company said it intends to develop the offering into a lifestyle AI service that delivers exclusive benefits and customized information for foreign customers.

KT will analyze inquiry patterns by language, product interest and consultation content to gain a detailed understanding of foreign customers' actual needs. Those insights will feed into store operations and the development of products and benefits tailored to foreign customers.

Looking further ahead, KT plans to expand the service beyond foreign customers to offer tailored consultation support for domestic customers as well.

"We will continue to expand AI services that customers can feel in their everyday lives, enhancing the overall customer experience," said Kwon Hee-geun, executive vice president and head of KT Corp's customer division sales unit.

Meanwhile, KT Corp is also broadening its AI transformation efforts in the business-to-business sector, sharing its AX strategy with financial institutions and startups and building out the necessary infrastructure.