Kia has revamped the role and functionality of its customer center through the integration of artificial intelligence (AI) technology.

Kia aims to set up an AI-driven Customer Contact Center (AI Contact Center), which will be the first in Korea’s automotive sector to feature artificial intelligence advisors. This initiative seeks to incorporate multiple cutting-edge technologies to enhance customer experiences and deliver more effective advisory services.

Kia has consolidated the customer service hotline numbers formerly managed by 12 separate companies into a single number: '080-200-2000.' Now, clients can conveniently use this one contact for all their queries regarding different services.

Kia offers a comprehensive consulting service capable of addressing multiple customer needs via an integrated support system. This includes handling ▲basic queries, ▲general questions, and ▲specialist/technical concerns among others. The counseling is tailored based on the specific type and requirement of each customer’s inquiry.

The recently launched AI advisor at Kia Customer Center offers automated responses to basic queries around the clock, every single day of the year. Furthermore, these AI advisors assess customer questions and direct them to the most suitable human counselor within their operating hours (Monday through Friday, 8:30 AM to 6:00 PM), based on the nature of the inquiry.

Furthermore, Kia intends to swiftly incorporate improvements into their services by examining customer feedback in real-time. This allows the company to address consumer grievances promptly.

We anticipate ongoing enhancements in our service quality.

A representative from Kia said, "Our aim is to boost customer contentment by offering superior advisory services via advanced customer hubs in the coming era," and added, "We remain committed to rolling out cutting-edge digital solutions for our clients' future engagement."