"AI Handles Customer Service" Kakao Corp. Updates 'Kanana Consultation Manager'

[Financial News] Kakao Corp. has updated 'Kanana Consultation Manager,' an artificial intelligence (AI) chat service for business owners, on KakaoTalk Channel. Based on an AI chat service that automatically answers customer inquiries on KakaoTalk Channel, it enables natural customer service, which is expected to reduce the burden on business owners.
According to industry sources on the 29th, the most significant feature of this update is the generative AI-based response function. While responses were previously based on answers pre-registered by business owners, the system now generates answers tailored to the intent and context of customer inquiries by synthesizing response data with store information, menus, and recent updates posted on KakaoTalk Channel. Even for the same question, it provides a fresh response every time using expressions appropriate to the situation. Simple conversations are also possible, enabling much more natural consultations.
Features designed to reduce the burden of management have also been enhanced. When information is updated on the channel home, news, or menus, it is automatically reflected in Kanana Consultation Manager's response data, eliminating the need to manually edit answers. The process of registering response data has also been simplified. Even if you do not write a complete sentence, the AI automatically generates a response simply by entering short answers or concise information.
You can ask questions directly in the 'AI Answer Preview' chat window or check and edit AI responses in advance by clicking recommended keywords in 'AI Consultation Preview'. For frequently asked questions that do not yet have registered answers, keywords are recommended in the 'Increase Answer Rate' section, allowing you to easily add answer information. You can also check consultation status statistics on the management page, enabling systematic management.
Features have also been added to enhance the chat experience. When a user sends a message in a chat room, a typing indicator appears at the bottom of the room to let users know that the AI is preparing a response. Additionally, if a user requests an administrator consultation, a "Call Admin" speech bubble is provided, and pressing the button allows an administrator to respond directly.
"We updated Kanana Consultation Manager to reduce the burden of customer service for business owners, such as small business owners, and to provide users with a more natural and accurate consultation experience," said Joon Hwang, Kakao Business domain leader. "We will continue to enhance the service to support the business activities of KakaoTalk Channel operators."
[email protected] Jang Min-kwon Reporter