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</script> </div> </div> <section class="news"> <div class="news_view"> <ul> <li> <h1>KIA, AI 기반 고객센터로 서비스 품질 혁신</h1> <div class="view_img"> <p>최초입력 2025.05.21 00:01:00</p> <button type="button" class="btn_view btn_plus2" onclick='controlContentFontSize(0)'><span class="ico_comm ico_plus">크게</span></button> <button type="button" class="btn_view btn_min2" onclick='controlContentFontSize(1)'><span class="ico_comm ico_min">작게</span></button> </div> <div class="share_box"> <img src="//bimg.mk.co.kr/mkbn/mob/ic_sc2.png" width="29" alt="페이스북" onclick="sendThis('facebook');" data-label="facebook" data-category="share" class="sns_section_li" sns_name="facebook"> <img src="//bimg.mk.co.kr/mkbn/mob/ic_sc3.png" width="29" alt="트위터" onclick="sendThis('twitter');" data-label="twitter" data-category="share" class="sns_section_li" sns_name="twitter"> <a href="javascript:void(0);" data-label="kakaotalk" data-category="share"><img class="sns_section_li" sns_name="kakaotalk" src="//bimg.mk.co.kr/mkbn/mob/ic_sc4.png" width="29" alt="카카오톡"></a> <span class='bandSpabStyle2'> <script type="text/javascript"> new ShareBand.makeButton({"lang": "ko", "type": "c", "text": "", "withUrl": true}); </script> </span> <a onclick="sendMail();" href="javascript:void(0);" data-label="email" data-category="share"><img src="//bimg.mk.co.kr/mkbn/mob/ic_sc1.png" width="29" alt="메일보내기"></a> </div> </li> <li> <p class="sub_tit"></p><!-- View Type : 9--> </li> <style> #artText .mid_title { display: none; } </style> <li> <div id="artText" class="view_txt" style="font-size: 16px;"><div class="thumb_area img"> <figure> <div class="thumb"> <img loading="lazy" src="https://wimg.mk.co.kr/news/cms/202505/21/20250521_01110308000005_L00.jpg" orgWidth="1000" orgHeight="750" alt="사진설명" > <button class="btn btn_ic btn_zoom"> <i class="ic ic_zoom"></i> <span class="is_blind">사진 확대</span> </button> </div> <figcaption> </figcaption> </figure></div> 기아가 한국능률협회컨설팅(KMAC)에서 주관하는 '2025년 한국산업의 서비스 품질지수(KSQI)' 콜센터 부문에서 22년 연속 우수콜센터 및 고객감동콜센터로 선정됐다. <br><br>기아는 2년 연속 세계 올해의 차 수상 및 레드닷 디자인 어워드 수상 등 탄탄한 기술력과 감각적인 디자인으로 전 세계의 주목을 받는 동시에, 고객 중심 경영을 기업 핵심 전략으로 추진하며 고객 경험 혁신에도 앞장서고 있다. <br><br>기아는 올해 4월부터 인공지능(AI) 상담사를 도입한 AI 기반 고객센터를 구축했다. 신규 도입된 AI 상담사는 365일 24시간 언제든지 상담이 가능해 고객 편의성과 서비스 효율성을 크게 향상시켰다. 또 고객 접근성 강화를 목표로 기존에 12개 사업별로 분산 운영되던 고객센터 전화번호를 하나로 통합했다. <br><br> <br><br><div class="thumb_area img"> <figure> <div class="thumb"> <img loading="lazy" src="https://wimg.mk.co.kr/news/cms/202505/21/20250521_01110308000005_M01.jpg" orgWidth="500" orgHeight="378" alt="송호성 대표" > <button class="btn btn_ic btn_zoom"> <i class="ic ic_zoom"></i> <span class="is_blind">사진 확대</span> </button> </div> <figcaption> <span class="thum_figure_txt">송호성 대표</span> </figcaption> </figure></div> 통합 상담 시스템을 통해 제공되는 원스톱 상담 서비스는 단순 문의, 일반 문의, 전문·기술 문의 등 고객 상담 유형과 요청에 따라 맞춤형으로 신속하고 정확한 응대가 가능하다. AI 상담사는 단순 문의에 자동 응대하는 한편, 상담원 근무시간(평일 오전 8시 30분~오후 6시) 중에는 고객 문의 내용을 분석해 최적의 전문 상담사에게 연결해주는 역할을 수행한다. <br><br>첨단 시스템 구축과 함께 기아는 고객 눈높이에 맞춘 맞춤형 응대와 감성 응대 능력 향상에도 주력하고 있다. 상담사들은 고객 유형별 롤플레잉 교육 및 공감 영역 상향 평준화를 위한 감성 응대 화법을 체계적으로 교육받아 커뮤니케이션 능력을 강화하고 고객 만족도를 높이는 데 기여하고 있다. <br><br>기아 관계자는 "앞으로도 개인 맞춤형 응대부터 AI 고도화 서비스까지 지속적인 콜센터 혁신과 발전을 통해 고객 중심의 서비스를 실천하고, 차별화된 콜센터 운영 리더십을 공고히 하겠다"고 전했다. <br><br> [ⓒ 매일경제 & mk.co.kr, 무단 전재, 재배포 및 AI학습 이용 금지]</div> </li> </ul> <div id="reple"> <script type='text/javascript'> window.livereOptions = { refer : 'mkbn.mk.co.kr/news/special-edition/11321876', site : 'https://mkbn.mk.co.kr/news/special-edition/11321876' }; </script> <div id='lv-container' data-id='mk' data-uid='MjQvMzYvMjc='> <script type='text/javascript'> (function(d, s) { var j, e = d.getElementsByTagName(s)[0]; if (typeof LivereTower === 'function') { return; } j = d.createElement(s); j.src = '//cdn-city.livere.com/js/embed.dist.js'; j.async = true; e.parentNode.insertBefore(j, e); })(document, 'script'); </script> <noscript></noscript> </div> </div> <script type="text/javascript"> $(".news_view").find(".center_image").each(function (idx) { var imgSrc = ''; var imgEl = ''; var that = ''; imgSrc = $(this).find("img").attr("src"); imgEl = $("<img/>"); that = $(this); imgEl.prop("src", imgSrc).on("load", function () { var w = this.width; if (w < 300) { var imgDesc = that.find(".small_txt").html(); var inHtml = "<span class='zoom_c'><img src='" + imgSrc + "' border='0' hspace='0' vspace='0' width='" + w + "' alt='기사의 " + (idx + 1) + "번째 이미지'><a href='" + imgSrc + "' target='_blank'><span class='im_zoom ic_zoom'>이미지 확대</span></a></span><span class='small_txt'>" + imgDesc + "</span>"; that.html(inHtml); } else { var imgDesc = that.find(".small_txt").html(); var inHtml = "<span class='zoom_c'><img src='" + imgSrc + "' border='0' hspace='0' vspace='0' width='100%' alt='기사의 " + (idx + 1) + "번째 이미지'><a href='" + imgSrc + "' target='_blank'><span class='im_zoom ic_zoom'>이미지 확대</span></a></span><span class='small_txt'>" + imgDesc + "</span>"; that.html(inHtml); console.log(i) } }) }); </script> </div> <h5>많이 본 뉴스</h5> <div class="news_list"> <dl> <dt class="list_tit"> <a href="https://mkbn.mk.co.kr/m/news/sports/11325232">‘베트남 국가 애도기간 선포’ 호치민3쿠션월드컵 무관중으로 진행</a> </dt> </dl> <dl> <dt class="list_tit"> <a href="https://mkbn.mk.co.kr/m/news/sports/11325483">호치민3쿠션월드컵 우승 향배는? 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