South Korean telecoms operator KT has deployed 14 specialised AI agents across its revamped customer app to automate account inquiries and service tasks.
The operator overhauled its flagship ‘My KT’ mobile client under an internal AX (AI transformation) initiative, designed to replace manual menu navigation with direct algorithmic assistance. Subscribers receive automated account prompts and resolve billing questions directly inside the software interface.
KT structured the update around a model that targets service resolution delays. Instead of requiring users to dial call centres or browse nested submenus, the client surfaces relevant account details immediately upon launch. Engineering teams tailored the interface to cut down inquiry wait times while serving customised notifications directly to subscribers.
Park Hyun-jin, Executive VP and Head of the Customer Division at KT, said: “This renewal of the My KT app focuses on resolving inconveniences customers face while using the service and proactively providing necessary benefits and AI-driven features.
“We will continue to strengthen our leadership in AX by delivering customer experiences that combine our AI and telecommunications capabilities.”
Automated intent routing across telecoms services
At the centre of the revised interface sits ‘My AI’, an integrated conversational system designed to interpret user queries and process requests on demand.
My AI divides customer support duties across 14 dedicated software agents. Each micro-agent handles a specific operational domain, including rate plan modifications, value-added mobile options, membership tiers, and rewards programmes for long-term accounts.
Users interact with the system by submitting natural language text or selecting curated prompts organised by operational category. These prompt suggestions guide subscribers who may not know the exact operational phrasing for technical account adjustments.
Once the system identifies customer intent, the corresponding micro-agent answers the question and executes the transaction directly within the conversational flow, or directs the user to the precise account management tool.
Account analytics drive proactive benefit delivery
Beyond interactive inquiries, KT rebuilt the home and benefits screens by placing a personalised notification module at the top of each view. This module evaluates customer usage patterns, active telecoms packages, membership standings, and contract details to calculate relevant perks.
Previous versions of the application forced account holders to search manually for eligible incentives. The automated banner now surfaces those items directly, ensuring subscribers claim unapplied credits and plan upgrades.
To accelerate adoption across South Korea, the carrier has scheduled an introductory customer engagement campaign running from 12–31 October. The event invites users to test interactive voice prompts and automated responses, entering active participants into a sweepstake featuring hardware such as the Galaxy Z Fold 8 and Galaxy Watch 9.
See also: Ericsson CTO: Preparing cellular infrastructure for AI agent traffic
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