Kakao Updates 'Kanana Counseling Manager' to Bolster AI-Based Customer Response
TECHWORLD ·
✦ AI Summary
Kakao on the 29th announced an update to 'Kanana Counseling Manager,' an AI chat service for business users of KakaoTalk channels. The update introduces a generative AI-based response feature that generates answers by combining registered response information with store information, menus, and recent updates from the Talk channel. When a user sends a message, a notice that AI response preparation is underway appears, and if needed, the conversation can be switched to human counseling with the 'Call Admin' button.
Kakao on the 29th announced an update to 'Kanana Counseling Manager,' an AI chat service for business users of KakaoTalk channels. 'Kanana Counseling Manager' is an AI customer service tool that automatically responds to customer inquiries coming in through Talk channels.
The update adds a generative AI-based response feature. As a result, the service can now provide responses that reflect the intent and context of questions better than before.
Under the previous system, inquiries were handled mainly based on responses registered in advance by business users. After the update, the service generates answers by combining registered response information with store information, menus, and recent updates posted on the Talk channel.
This allows the service to answer the same question in wording tailored to the situation and to continue simple conversations. In addition, when business users edit channel home, news, or menu information, the changes are automatically reflected in the response data.
The revamp was designed to make answer writing and counseling operations simpler and easier to manage. The response registration process has been streamlined, and business users can now prepare answers without drafting complete sentences in advance. By entering short-form responses or key information, they can have AI generate the reply text.
Counseling operation features were also improved. Users can ask questions directly in 'AI Response Preview,' and they can also select recommended keywords there. This lets them review actual responses in advance and edit the content if needed.
Unanswered FAQ items are presented as keywords in the 'Improve Response Rate' section. On the management page, users can also check statistics on counseling status.
User-admin connection features were also added. When a user sends a message, a notice that an AI response is being prepared appears at the bottom of the chat room, and if a request such as 'I want to talk to the manager' arises, the conversation can be switched to human counseling with the 'Call Admin' button.
Hwang Jun-yeon, leader of Kakao Business Domain, said the update to Kanana Counseling Manager is intended to reduce the burden of customer response for business users such as small business owners, and also to provide users with a more natural and accurate counseling experience. He added that the company plans to continue advancing the service and will use it to support business activities on Talk channels.
Source: TECHWORLD · Kim Seung-gi
Original: https://www.epnc.co.kr/news/articleView.html?idxno=407523
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Source: TECHWORLD
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