Channel Corporation Launches Fully Automated Customer Service AI 'Alph V2'

ChannelCon 2025 Held
Three New AI Features Unveiled for Complete Automation

On November 6, Channel Corporation, which operates the artificial intelligence (AI) business messenger "Channel Talk," held its own conference, "ChannelCon 2025," at Amoris Yeoksam in Gangnam, Seoul, and unveiled "Alph V2," a customer service AI agent with significantly enhanced autonomous work capabilities. On this day, Kim Jaehong, Chief Revenue Officer (CRO) of Channel Corporation, shared the achievements and case studies of the first-generation Alph, which was launched last year. This was followed by CEO Siwon Choi introducing three new features designed to achieve complete automation with Alph.

First, CRO Kim highlighted Alph's achievements over the past year. Alph is a natural language-based generative AI agent service that understands context through conversations with customers, autonomously searches for information needed to resolve inquiries, and handles customer support work. More than 2,000 companies in sectors such as fashion, beauty, travel, and F&B have adopted Alph in their customer support channels to handle simple and repetitive inquiries, and it has processed a cumulative total of 1.3 million consultations.

Siwon Choi, CEO of Channel Corporation, is explaining Alph V2, whose scope of tasks performed autonomously has been significantly expanded. Channel Corporation

Next, CEO Siwon Choi unveiled Alph V2, whose scope of autonomously performed work has been greatly expanded. Alph V2 goes beyond simply answering customer questions and now automates a variety of tasks that previously required manual handling by customer service agents, such as reservations, order changes, cancellations, exchanges, and returns, thereby broadening the range of Alph's applications. Specifically, to achieve full AI automation of customer service, the detailed features of Knowledge and Rules have been enhanced, and a new Tasks function has been introduced.

Knowledge serves as a repository for all materials Alph can reference to resolve customer inquiries. While the previous version of Alph relied solely on text content organized in the enterprise document management tool "Document," Alph V2 is characterized by its ability to reference a wider range of data, including Excel files, PDFs, and websites. The Rules feature allows for detailed pre-configuration of Alph's role, tone, and responses according to different situations, helping Alph provide appropriate responses based on the type of inquiry and customer.

The Tasks function is a tool for developing Alph actions that enable Alph to perform more proactive customer service work. For example, when a customer requests a change to an order, Alph V2 can use the Tasks feature to retrieve order information, present available options, and directly process the change according to the customer's request. In October, Channel Corporation conducted a closed beta test (CBT) with "Branden," an e-commerce company specializing in travel compression pouches, and explained that by automating simple and repetitive tasks at the final stage of consultation-tasks that previously required agent intervention-using the Tasks function, they were able to raise the AI consultation resolution rate to 80%.

CEO Siwon Choi stated, "Going forward, the customer service field must move beyond the conventional practice of merely responding to customer inquiries and establish itself as a core member in driving customer experience innovation by identifying and fundamentally resolving customer pain points. To this end, Channel Talk will contribute to creating a virtuous AI customer service work ecosystem by advancing AI automation features and actively incorporating feedback from the field into overall corporate service operations through CX expert training and CX community management."

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