SK Telecom’s TelClaude: Redefining Telco CX with Generative AI on AWS
Learn how SK Telecom uses the AWS Generative AI Innovation Center to customize and fine-tune Anthropic’s Claude 3 for the telecommunications domain and Korean language.
SK Telecom, a leading South Korean telecom provider, operates in a market where customers expect seamless, omnichannel service—anytime, anywhere, across any medium.
Contact centers remain the backbone of this interaction, handling billions of call minutes annually.
SKT identified that 60-70% of these calls revolve around billing or account issues—repetitive, mappable tasks ripe for automation. Meanwhile, customer expectations have soared, fueled by digital-first experiences like Amazon, yet traditional contact centers often deliver long wait times and inconsistent service.
Transforming the Contact Center
SKT aimed to transform its contact center from a cost center into a profit center, enhancing efficiency, cutting wait times, and enabling upselling opportunities, all while improving CX.
The challenge? Base language models like Claude are generalists—“jack of all trades, master of none”—lacking the telecom-specific knowledge needed for SKT’s use case. Enter TelClaude, a tailored version of Claude fine-tuned for SKT’s domain.
As South Korea’s largest wireless carrier with over 30 million customers, SK Telecom is pioneering generative AI solutions to elevate customer experiences and drive operational efficiency.
Discover the innovative approaches employed to achieve significant performance boosts in customer service applications while aligning with SK Telecom’s corporate style and tone. Explore the transformative potential of tailored generative AI in redefining telco customer experiences and operational workflows.
Hosting Anthropic Claude on AWS Bedrock for fine-tuning, particularly for use cases like high-volume contact centers, involves leveraging Amazon Bedrock’s fully managed service to customize the Claude models (e.g., Claude 3 Haiku, Sonnet, or Opus) with domain-specific data. Below is a detailed definition of how this can be achieved:
Overview of AWS Bedrock and Claude Integration
Amazon Bedrock is a serverless, fully managed service provided by AWS that allows users to access and customize high-performing foundation models (FMs), including Anthropic’s Claude family of large language models (LLMs).
Claude, developed by Anthropic, is designed for safety, interpretability, and advanced reasoning, making it suitable for applications requiring reliable and context-aware responses, such as high-volume contact centers. Bedrock facilitates fine-tuning by enabling users to adapt these models to specific business needs without managing underlying infrastructure.
Hosting Anthropic Claude on AWS Bedrock for fine-tuning involves setting up a secure AWS environment, preparing a tailored dataset, and using Bedrock’s customization tools to adapt the model for high-volume contact center needs. By leveraging Claude’s strengths—safety, speed, and reasoning—and Bedrock’s scalability, businesses can deploy a cost-effective, high-performance AI solution tailored to real-time customer service demands.
SK Telecom’s TelClaude, built on AWS Bedrock with Anthropic’s Claude, exemplifies how fine-tuned AI can transform high-volume contact centers.
It leverages Bedrock’s managed infrastructure for hosting and customization, delivering a scalable, telecom-specific solution that boosts efficiency and CX. While costs and potential biases warrant scrutiny, the outcomes—faster service, uniform responses, and profit potential—validate the approach. SKT’s ambition to expand TelClaude signals confidence in its foundation, making this a compelling case study for telecoms eyeing AI-driven reinvention.
