Catch the MZ Generation... U+ Altteul Mobile Direct Mall Introduces 'Chatbot'

Digital CS Transformation Dimension... Convenience Up

[Asia Economy Reporter Cha Min-young] A 'chatbot' service will be introduced to the direct mall of U+ Altteul Mobile, which operates the MVNO (Mobile Virtual Network Operator) service.

MediaLog announced on the 16th that considering the characteristics of MZ generation customers who are familiar with messenger-based chat environments, it will introduce a 'chatbot service' to the U+ Altteul Mobile direct mall. The purpose is to enhance customer convenience and satisfaction through the transition to digital customer service (CS).

Until now, customers had to call the customer center or resolve even simple inquiries such as questions about site usage or plans through one-on-one inquiries on the homepage. Now, by simply entering keywords or natural language questions into the chatbot, customers can check related information such as ▲self-activation guidance ▲real-time usage inquiry ▲subscription information inquiry ▲events and promotions.

To this end, U+ Altteul Mobile adopted Zendesk's chatbot solution, which is used by more than 130,000 companies domestically and internationally, including famous global companies such as Uber and Airbnb. Zendesk's chatbot solution can handle related answers with keyword searches alone and is available in both PC and mobile environments.

For example, if a customer types "Tell me how to self-activate" into the chatbot, it provides detailed guidance from the USIM self-activation method to activation hours, subscription, and activation precautions. If you want to check real-time usage, enter 'real-time usage inquiry' in the chat window, and a detailed page will be guided, and clicking the URL will directly connect to the inquiry page. To check whether the mobile phone application has been properly received, enter the keyword 'mobile phone application inquiry' or type a sentence like "I applied for a mobile phone, how do I check it?"

U+ Altteul Mobile plans to further refine the database of similar questions, scenario-based situations, and keywords to advance the chatbot service. First, it plans to stabilize the chatbot introduction, analyze customer inquiry type data, manage chatbot response success rates, and add real-time counselor chat response functions.

Jo Yong-min, head of the MVNO business at MediaLog, said, "We introduced the chatbot with the goal of creating a system as similar as possible to the answers of counseling staff based on the accumulated database (DB) of questions and answers that customers asked counselors through one-on-one consultation inquiries," adding, "We promoted the transition to digital CS reflecting the needs of customers who want fast online consultation non-face-to-face."

This content was produced with the assistance of AI translation services.