SK Telecom is redesigning its organizational work processes around artificial intelligence (AI). These measures aim to enhance efficiency, as the company regularly utilizes more than 1,500 internal AI agents. Through internal data refinement, the accuracy rate of AI agents has been raised from approximately 40% to over 80%.
Kim In-su, Team Leader of the AI Board at SK Telecom, stated this at the "SKT AX Camp" held on the 30th at the SK Telecom Human Resource Development Center in Icheon, Gyeonggi Province. "AX Innovation 1.0 began with individual efforts to create, use, and generate results. Now, from 2.0 onward, we are moving toward creating organizational performance beyond the individual," he said.
According to SK Telecom, more than 4,000 employees have created AI agents. There are over 7,500 monthly agent users, and more than 1,500 agents are regularly utilized within the company. Team Leader Kim explained, "The number of agents once increased to about 7,000," adding, "We are evaluating how effective each agent is and whether it is cost-effective for the company to pay tokens for them." This reflects a shift from simply increasing the number of agents to measuring performance relative to costs.
The company operates the AX Enabler Task Force (TF), the AX Sandbox, and the AX Catalyst. The Enabler TF supports issues that individual employees find difficult to resolve, such as data access, system integration, and security. The company is also promoting plans to assign employee numbers to AI agents and establish an evaluation system.
In the AX Sandbox, work processes have been redesigned around AI. Over a three-month period in the first half of the year, the service development organization conducted an experiment where one employee performed planning, development, and verification together with an AI agent, bypassing middle managers to reduce decision-making stages. In the second half of the year, this was expanded to general work and organizational-level collaboration.
Team Leader Kim said, "We are redesigning a specific task of an organization entirely around AI," adding, "We are also experimenting with whether AI can take over an entire specific task and what role humans should play within that framework."
In September, 10 employees were selected as AX Catalysts to participate in agent development and resolving on-site obstacles. The company plans to increase the number of participants starting from the second cohort next year.
The company is also developing its own technology. "Z.E.Z (Zero Exposure Zone)" is a technology that provides only necessary judgment results without directly transmitting sensitive raw data to AI, for which related patents have been filed.
"Data Desk" helps AI understand by assigning business meaning to data items. The company refined approximately 9,000 network-related databases and about 300,000 items. Team Leader Kim explained, "This work raised the accuracy rate of AI agents from around 40% to over 80%."
Using external large language models (LLMs) was estimated to cost between 100 million and 200 million won annually, but the company utilized its own AI model and internal equipment. Additionally, it is developing a "Work Map" that analyzes employees' work materials and goals to identify tasks that can be handled by AI.
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