By Choi HeeJung, CIO of Korean Air (Published July 22, 2025)
This summer, Korean Air—recently named Airline of the Year 2025—took its customer service to new heights with ChromeOS. More than just a hardware upgrade, the shift was a bold strategic move to untangle legacy systems, fortify security, and elevate efficiency across its global operations.
The Need for Change
In the fast‑paced environment of its main contact center in Seoul, every second counts. Legacy systems plagued agents with sluggish boot times of 5–7 minutes, frequent system updates, and dreaded blue screens—all of which diminished productivity and morale.
Security gaps loomed large, especially since 24/7 operations thwarted consistent patching. Bulky PCs cluttered desks, making it tough for agents to multitask effectively.
A Seamless Leap to ChromeOS
Korean Air’s migration began with Google Workspace, empowering remote collaboration—especially during the pandemic. That foundation made deploying ChromeOS a logical and strategic next step.
They rolled out 670 ASUS Chromeboxes—customized with Korean keyboards—covering nearly 700 agents. With zero-touch enrollment, devices were plug-and-play, arriving ready for action.
Agents immediately noticed faster boot-ups and appreciated the compact Chromebox design that freed up desk space. The result? Quicker multitasking, higher agent output, and improved customer satisfaction.
IT teams gained central oversight through the Google Admin console. Security tightened without the headaches of antivirus tools or forced downtime—security was baked right into ChromeOS.
Empowering Agents with AI
With the ChromeOS foundation in place, Korean Air ventured into AI innovation. They integrated Google Workspace with Gemini for second-level agents—those handling complex cases. Agents now leverage Gemini to:
- Search across Drive instantly
- Draft polished responses
- Translate customer inquiries in real time
This AI boost enables agents to serve with confidence and speed—taking service to the next level.
The Impact in Numbers
- Time saved: Agents slashed 5–7 minutes per shift just on startup.
- Productivity: More efficient agents, smoother multitasking, and happier customers.
- IT efficiency: Streamlined device management and fewer interventions.
- Security: Reduced vulnerabilities through built-in protections and centralized controls.
- AI acceleration: Gemini boosts responsiveness, multilingual support, and content generation.
Why It Matters for Your Readers
This transformation underscores the power of cloud-first, hardware-light, AI-augmented workflows—especially in mission-critical services like aviation customer support. By ditching legacy systems and embracing ChromeOS and AI, Korean Air didn’t just modernize—they future-proofed.
Pitch for DroidMatrix Readers
Looking to modernize your operations? ChromeOS offers:
- Instant deployment and simplified management
- Built-in security with no extra cost or complexity
- Desk-friendly hardware that boosts usability
- Smart AI tools that elevate your team’s productivity
Korean Air’s journey illustrates how these tools reshape operational efficiency—and set the stage for innovation.
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