Jeju Air said Monday that it is enhancing customer convenience by strengthening the capabilities of its customer service representatives and expanding its online consultation services.
First, Jeju Air introduced an AI (artificial intelligence) consultation assistant in July last year to improve the operational efficiency of its customer service representatives and respond to customer inquiries more swiftly and accurately.
In addition, the company operates quarterly programs to strengthen the capabilities of its customer service representatives, enabling them to proactively learn about various potential customer inquiry scenarios that may arise during travel and become familiar with response strategies for different situations. Through these efforts, the average monthly number of customer inquiries handled by Jeju Air's call center representatives from January to September this year increased by 19.9% compared to the same period last year.
Jeju Air also operates online customer consultation services utilizing "1:1 Chat Inquiries" and the generative AI chatbot "HiJeco." The 1:1 Chat Inquiry service allows customers to easily receive consultations via the internet without needing separate international calls, even when making phone calls is difficult while overseas. It is also utilized as an additional consultation channel to complement phone consultations during periods of surging call center traffic.
Jeju Air also provides online multilingual consultation services for foreign passengers. Through 1:1 Chat Inquiries and the generative AI chatbot "HiJeco," it supports consultations from foreign customers in more than approximately 180 languages. In fact, the proportion of foreign language consultations via HiJeco increased by approximately 8.9 percentage points (p), rising from 14.1% in January to September last year to 23% during the same period this year.
A company official said, "We will continue to listen to our customers' voices and improve service quality and convenience of use, striving to become a more trusted airline."
Meanwhile, Jeju Air is making efforts to enhance customer satisfaction by recently purchasing new aircraft and introducing two types of simple in-flight meals that can be pre-ordered on international routes.
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