Kakao Chatbot, Will It Replace Customer Centers for Companies? "Expanding with AI Calls"

Published 28 Apr.2021 15:17(KST)

[Asia Economy Reporter Buaeri] Kakao Enterprise announced on the 28th that its AI-based chatbot 'Kakao i Connect Talk' is showing results such as streamlining customer center operations.

According to Kakao Enterprise, Kakao Bank's AI handled 34.5% of all consultations in the first year after introducing the consultation chatbot in June 2018, and the response rate reached 51% in the first quarter of this year.

Kyobo Life Insurance, which signed a business agreement (MOU) with Kakao Enterprise in April last year, currently has an average of 2,000 customers consulting with the chatbot daily. This is more than four times the level of the existing system.

The company explained that the accuracy of recognizing user requests has exceeded 95%.

Recently, as remote work and non-face-to-face services have increased, the workload and operating costs of customer centers have also surged. Companies are facing two challenges: streamlining customer centers and improving user satisfaction.

'Kakao i Connect Talk' is an AI-based customer response platform that combines KakaoTalk channels and chatbots. When 'Kakao i Connect Talk' is introduced to corporate customer centers that mainly rely on phone consultations, customer requests can be checked and resolved through KakaoTalk and chatbots. It is being introduced in customer centers across various industries such as healthcare, logistics, finance, and daily infrastructure.

'Kakao i Connect Talk' can handle necessary processes between companies and customers such as complaint reception, consultation, and payment through KakaoTalk. Since it is based on KakaoTalk, it has the advantage of enabling chat consultations 24/7, including late nights and weekends outside customer center operating hours.

Kakao Enterprise said, "Companies can respond to customer consultations more efficiently and accurately analyze customer usage patterns to provide better services," adding, "We plan to expand AI conversation functions to voice calls, web, and apps to develop into 'Kakao i Connect Center,' which responds to customer inquiries and requests."