SK Telecom said on the 27th that it was selected as an "excellent call center" for the 14th consecutive year in the Korea Service Quality Index (KSQI) 2026 call center institutional sector, overseen by Korea Management Association Consulting (KMAC).
KSQI is an index that evaluates the service level of call centers in major domestic industries. It comprehensively examines customer response expertise, accuracy, and problem-solving capability. SKT received high scores in service quality categories such as counselor attitude, greeting and closing behavior, and task handling.
SK Telecom is improving consultation quality by introducing AI-based contact centers (AICC) at all customer centers. Through AI chatbots and callbots, it provides 24-hour consultation, and for complaints not resolved by automated response, counselors use an "AI real-time assistant" to immediately analyze customer feedback and respond. After consultations, AI automatically classifies records and provides the information needed for the next session.
The role of counselors is also being strengthened. AI supports repetitive tasks such as customer emotion analysis, consultation summarization, and answer recommendations, allowing counselors to focus on responses tailored to customer situations. It is also operating a customized manual that includes offering thanks first to long-term customers and simplifying consultation procedures.