Case Study: SK Telecom enhances customer support with Claude

SK Telecom enhances customer support for millions of Koreans with Claude in Amazon Bedrock

SK Telecom, a leading telecommunications provider in South Korea, faced the challenge of maintaining its 27-year record of customer service excellence. The company needed to bridge service gaps between its traditional call centers and modern digital channels while meeting the high-speed, nuanced demands of Korean consumers. To address this, they turned to the vendor Anthropic and implemented its Claude platform via Amazon Bedrock.

By integrating Claude, SK Telecom created an intelligence augmentation system to support its agents. The solution provided real-time in-call assistance and automated post-call processing. The results from Anthropic's technology were significant, including a 34% increase in response quality ratings and a 68% reduction in low-quality responses, allowing the company to enhance its service without sacrificing its human touch.

SK Telecom

Eric Davis

Head of AI Tech Collaboration Group