KT announced on February 27 that it will showcase its next-generation AI contact center solution, “KT Agentic AICC,” at MWC 2026, taking place in Barcelona, Spain, from March 2 to 5.
Agentic AICC is designed as an autonomous solution in which multiple AI agents collaborate to automate the entire process from customer consultation to problem resolution. The company said the platform is aimed at accelerating AI Transformation (AX) initiatives for enterprises.
Unlike conventional AICC services that focus primarily on chatbot and voicebot-based automation, Agentic AICC extends beyond consultation to complete actual business tasks based on prior interaction history and contextual understanding. The system is structured to remember customers and interpret their intent more accurately, enabling it to handle complex and diverse operations independently.
A key component of the solution is the “KT Agent Connector,” which allows companies to add various AI agents to existing AICC platforms through a plug-in approach. Powered by large language models (LLMs), the connector enables advanced intent analysis, automated classification, personalized recommendations, and optimized problem-solving within a single integrated platform.
For enterprises that have already implemented AICC solutions, the Agent Connector provides a pathway to upgrade existing systems. For example, rule-based bots can manage structured financial tasks such as currency exchange or fund transfers, while AI agents handle real-time inquiries related to exchange rates or financial product promotions, ensuring seamless service continuity.
KT said that in real-world deployments, the adoption of the Agent Connector reduced platform build time to roughly one-third of previous levels. By maintaining existing chatbot and voicebot scenarios while gradually adding new AI agents, companies can flexibly incorporate the latest AI technologies.
Building on its experience in deploying and operating AICC systems across finance, public services, and healthcare sectors, KT plans to further enhance Agentic AICC. The company aims to leverage accumulated speech-to-text (STT) and unstructured data assets to expand into personalized operations and customer value-driven areas such as tailored marketing.
Hong Hae-cheon, Executive Vice President and Head of Enterprise Division 2 at KT, said the company will develop the Agentic AICC into an intelligent customer touchpoint platform that integrates consultation and business processing functions, ultimately expanding it into a platform that creates new business value for enterprises.
