SK Shieldus introduces a generative AI-based customer service program.

SK Shieldus announced on the 26th that they have implemented a generative AI-based customer support program into their operations. The company plans to use the “AI Assistant” for customer care to quickly analyze existing data, such as contract information and sales guides, and generate customized consultation scripts in real-time. They expect this to minimize the variation in individual consultants’ abilities and reduce waiting times for consultations. The AI Assistant was developed in a private LLM (Large Language Model) environment, used only internally, to minimize the risk of data leaks. Jangwon Boo, Director of SK Shieldus Digital Strategy Office, stated, “By proactively introducing generative AI technology into customer care operations, we have significantly improved the quality of service by reducing waiting times for consultations.”