KakaoTalk
– Chatbots account for more than half of the total consultation, the counselor connection conversion rate decreases, and the request recognition accuracy approaches 95%.
– Outstanding performance in the financial industry such as Kakao Bank, Kyobo Life Insurance, and Kakao Pay
As the ‘untact’ culture is taking hold, ‘Kakao i Connect Talk’, a customer consultation system provided by Kakao Enterprise to companies, is showing excellent results.
Recently, remote work has become popular, non-face-to-face services have increased explosively, and customer center workload and operating costs are also rapidly increasing. Companies are faced with two important tasks: making customer centers more efficient and increasing user satisfaction.
‘Kakao i Connect Talk’ is an AI-based customer response platform that combines KakaoTalk channels and chatbots. If ‘Kakao i Connect Talk’ is introduced to a corporate customer center that focuses on existing phone consultations, customer requests can be confirmed and resolved through KakaoTalk and chatbots, further increasing customer center operation efficiency. It is being introduced to customer centers in various industries such as medical care, logistics, finance, and living infrastructure.
The strength of ‘Kakao i Connect Talk’ is that there is no need to build a separate system or develop an app. Previously, the ‘on-premise’ form of developing and building a customer center directly on each company’s computer room server was the mainstay, but using cloud-based services such as ‘Kakao i Connect Talk’ allows for rapid introduction and efficient operation. This is possible.
In addition, various processes required between companies and customers, such as filing complaints, consultations, and payments, can be resolved in one stop through KakaoTalk. Because it is based on KakaoTalk, mobile chat consultation is possible 24 hours a day, 365 days a year, including late nights and weekends, outside of customer center operating hours, and it is also possible to connect to a counselor via chatbot, greatly increasing customer convenience.
By upgrading chatbot AI, ‘Kakao i Connect Talk’ has both the technology to accurately understand users’ questions and the convenience to use easily. By applying ‘AML (Advanced Machine Learning)’ technology, it has a superior sentence recognition/understanding ability than existing chatbots, so it more accurately identifies the user’s intention and provides an appropriate answer.
These special advantages are reflected in the customer center performance of companies that have adopted ‘Kakao i Connect Talk’. In particular, in the financial sector, where 24-hour customer response is essential, it is attracting attention as an efficient system that replaces call centers.
Kakao Bank, which introduced Kakao Enterprise’s AML technology for the first time in the financial sector, provides customer consultation 24 hours a day, 365 days a year, across product/service use and app use through a consultation chatbot (‘Kakao Bank Customer Center’ channel). We accurately understand difficult questions related to finance and are working hard on technical response and content to find the answers our customers want. After its introduction in June 2018, it accounted for a high response rate of 34.5% of all consultations (2018), and as of the first quarter of 2021, the response rate of chatbots reached 51%.
Kyobo Life Insurance, which signed an MOU with Kakao Enterprise in April last year, provides customized information to customers through the ‘KakaoTalk Channel’ and operates customer services such as promotion and marketing using KakaoTalk channel friends and product subscription/inquiry/change. Currently, an average of about 2,000 people are consulting with Kyobo Life Insurance’s chatbot every day, which is more than four times more than the existing system. Thanks to the rapid processing of work through KakaoTalk, the conversion rate of counselor connections has also decreased. It is estimated that the accuracy of recognizing user requests exceeded 95% and that user satisfaction has also increased significantly.
Kakao Pay also introduced ‘Kakao i Connect Talk’ and upgraded the quality of chatbot service. In the financial sector, due to the nature of the business, the types of user inquiries are very diverse and complex, making it somewhat difficult to recognize questions and provide complete answers. However, after introducing ‘Kakao i Connect Talk’ using machine learning technology, the speech recognition mismatching rate decreased by about 18% compared to the existing chatbot, showing an answer accuracy of over 95%, improving existing problems and saving management resources.
Kakao Enterprise said, “Companies can respond to customer inquiries more efficiently and provide better services by accurately analyzing customer usage patterns, etc.” and added, “In the future, the AI conversation function provided by KakaoTalk will be expanded to voice calls, web, and apps.” “We plan to expand it and develop it into ‘Kakao i Connect Center,’ an AI contact center concept that responds to customer inquiries and requests in an omni channel,” he explained.
Source: Pangyo Techno Valley Official Newsroom
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