Kakao Enterprise Launches Cloud-Based AI Call Center Platform

Kakao Enterprise announced on the 5th that it will launch a cloud-based Software as a Service (SaaS) artificial intelligence (AI) contact center (AICC) platform. Companies can use the cloud-based ‘SaaS-type Kakao i Connect Center’ as a monthly subscription service without the need to build separate servers and equipment.

The main AI features of the SaaS-type Kakao i Connect Center include ▲a conversational phone voice bot that helps reduce simple repetitive tasks for counselors ▲an AI counseling assistant that supports counseling processing and management. The customer response process is carried out through collaboration between the AI counselor (phone voice bot) and a general counselor using these two functions.

When a customer calls through the SaaS-type Kakao i Connect Center, the AI counselor immediately provides answers for simple inquiries. Customer inquiries and requests that the AI counselor cannot handle are transferred to a general counselor. The AI counselor can respond even during peak times or holidays when phone connections are difficult. The conversation between the AI counselor and the customer is delivered in real time to the general counselor through the AI counseling assistant. If connecting to a counselor is difficult, the AI counselor accepts a ‘Smart Callback,’ allowing a counselor to call the customer directly later to provide assistance.

Shin Ho-jun, Director of the Connect Platform Team at Kakao Enterprise, said, “The SaaS-type Kakao i Connect Center integrates the technology and know-how that Kakao Enterprise has accumulated over many years into cloud infrastructure, ensuring service stability and price competitiveness. Regardless of company size, using the SaaS-type Kakao i Connect Center will accelerate AI contact center innovation and improve customer service satisfaction.”

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