KT has deployed 14 specialized AI agents across its revamped My KT app, putting account prompts and billing questions inside the customer interface.
The South Korean operator overhauled the mobile app under its internal AX initiative. KT says the redesign is meant to cut service resolution delays and replace manual menu navigation with direct algorithmic assistance.
How the My KT app now handles service tasks
My AI sits at the center of the app as an integrated conversational system. It splits customer support across 14 dedicated software agents, with each micro-agent covering a specific area such as rate plan changes, value-added mobile options, membership tiers and rewards programs for long-term accounts.
Users can type natural-language requests or pick curated prompts by category. Once My AI identifies intent, the relevant micro-agent answers the question and either completes the transaction in the conversation flow or directs the user to the right account management tool.
What KT changed on the home and benefits screens
KT also rebuilt the home and benefits screens to put a personalized notification module at the top of each view. The module evaluates usage patterns, active telecom packages, membership status and contract details to calculate relevant perks.
The company says the automated banner surfaces eligible incentives directly so subscribers can claim unused credits and plan upgrades. KT says the interface is also intended to shorten inquiry wait times and deliver customized notifications.
KT’s customer division frames the redesign
Park Hyun-jin, Executive Vice President and Head of KT’s Customer Division, said the renewal focuses on resolving customer inconveniences and proactively providing benefits and AI-driven features. He added that KT will continue strengthening its AX leadership by delivering customer experiences that combine AI and telecommunications capabilities.
October campaign around the new app
KT has scheduled an introductory customer engagement campaign from 12 to 31 October. The campaign will let users test interactive voice prompts and automated responses, and active participants will enter a sweepstake for prizes including the Galaxy Z Fold 8 and Galaxy Watch 9.
Read for customer app and care teams
KT has moved billing, plan changes and other account tasks into an in-app conversational layer, with the app also surfacing perks from usage, membership and contract data. The October campaign adds a short-term adoption push around those functions.