Naver announced on the 30th that it has officially opened ‘CLOVA CareCall’, an AI call service for the elderly and middle-aged single-person households, as a Clova AI contact center solution.
Naver, which has been upgrading its services since last year by piloting Clova Care Call in areas such as Busan, Haeundae-gu, Seoul, Incheon, and Daegu, plans to begin full-scale service expansion with this official opening.
Clova Care Call is a service where AI calls single-person households with elderly people in need of care to check on their well-being on topics such as diet, sleep, and health.
Naver’s self-developed super-scale AI ‘Hyperclova’ technology is applied, allowing free interaction like talking to a friend rather than standardized questions and answers, enabling emotional care beyond simple health checks.
Naver’s voice synthesis and voice recognition engines are also installed, providing a more natural conversation experience. Even before the application of Hyperclova technology, Clova Care Call is a solution that assists in the symptom confirmation and monitoring work of COVID-19 active surveillance subjects, and has supported efficient and prompt action by medical staff at quarantine sites for over two years since March 2020.
With the official launch of the Clova Care Call service, Naver further strengthened its call result management tools and improved the completeness of the service. Local government officials can view the entire call status at a glance, including completed calls and unanswered calls, with the call management tool. You can also quickly check answers containing inconveniences in each category: health, sleep, eating, exercise, and going out. In particular, if there is no response for two weeks in a row, or if unusual details or emergency situations are suspected among the responses, they are marked separately so that you can quickly identify and take action.
Based on large-scale AI-based advanced technology and high service completeness, Clova Care Call is gaining popularity from elderly users and local governments and is expanding its introduction to various regions. The beta service began in Haeundae-gu, Busan in November last year, and has since been introduced to Daegu, Incheon, and Seoul, and is currently being piloted in 20 local governments across the country.
The effect of interacting with Clova Care Call in alleviating loneliness and social isolation of seniors living alone was also confirmed. As a result of conducting a survey of seniors who participated in the Clova Care Call beta service in Haeundae-gu, Busan, approximately 90% of senior users responded that they felt comforted after using the service.
Additionally, approximately 95% of respondents responded that they intend to continue using the service, showing high service satisfaction. Based on these results, Naver plans to present the Clova Care Call case at the ‘IAGG (International Association of Gerontology and Geriatrics) 2022’, the most prestigious international conference in the field of geriatric medicine, to be held next month.
Furthermore, Naver plans to advance the Clova Care Call service by introducing a function in the third quarter of this year that can extract and remember key information that requires continuous management from existing conversations between AI and users and use it in the next conversation. AI remembers past conversations and asks questions such as “How are you feeling about your back pain?” or “Did you go to the hospital you mentioned?” to increase the fun and intimacy of the conversation, and is expected to develop into a more personalized solution. .
Jeong Seok-geun, CEO of Naver Clova CIC, said, “We have been providing beta services in various regions since last year, and we have confirmed that the need for AI phone care services is rapidly increasing in many local governments to effectively manage the increasing number of middle-aged and elderly single-person households. “With this official launch, we will further improve the completeness of the service, actively continue cooperation with local governments, and expand the introduction of Clova Care Call nationwide,” he said.
Source: Pangyo Techno Valley Official Newsroom
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