- CorporationIncheon International Airport
- Type of businessPublic institution
- Sales500 billion (Connected to IFRS on 2022.12)
- Employees1,000
- Introduction ServicesWeb Voice
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Pain Point
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Voice ARS, agents, and a series of waiting
Incheon International Airport has introduced Web Voice providing screen services with Voice ARS simultaneously. Based on the call center guidance performance over the past three years, the first screen of ARS was built with six menus. By providing services on the screen at the same time as ARS, you can grasp the menu at a glance and enter the desired item without listening to all voice ARS.
It is easy and quick to check aircraft departure/arrival information, airline contact information, baggage, in-flight lost and found, parking and transportation information, and depending on the item, it can be connected to the website or an agent to help customers.
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Solution
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3 years of call center guidance performance analysis led to 6 main menues in 4 languages
Incheon International Airport has introduced Web Voice providing screen services and Voice ARS simultaneously. Based on the call center guidance performance over the past three years, the first screen of ARS was built with six menus. It provides services on the screen at the same time as voice ARS, so you can grasp the menu at a glance and enter the desired item without listening to all voice ARS. It is easy and quick to check aircraft departure/arrival information, airline contact information, baggage, in-flight lost and found, parking and transportation information, and depending on the item, it can be connected to the website or an agent to help customers. Even if the call ends unexpectedly, SMS is sent to support smooth service.
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Result
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Leverage smartphones to save time on calls and expect fast and accurate service selection
After the implementation of Visible ARS, it is evaluated internally that both operational efficiency and customer convenience have improved at the Incheon International Airport. Even if you miss the voice, you can easily touch the screen to move to next menu without having to listen to it again, which has the effect of reducing the call time. In the case of the old ARS service, users who were unable to use voice, such as the hearing impaired and the elderly, could not easily access the necessary information, but now the resolution of blind spots in service provision also receive a positive response. Incheon International Airport was selected as the "ARS Excellent Institution in 2022" announced by the Ministry of Science and ICT and was recognized for improving customer service.