Kakao announced an update to its AI chat service, 'Kanana Counseling Manager,' designed for businesses on the KakaoTalk channel. This service automatically responds to customer inquiries.
The latest update introduces a generative AI-based response feature, expanding the range of customer inquiries it can handle. Previously, the Kanana Counseling Manager primarily relied on pre-registered responses from businesses. Now, the generative AI can understand the intent of questions and the context of conversations to generate answers directly.
In addition to using registered response information, the AI will incorporate data from the channel, such as store information, menus, and recent news, allowing it to respond appropriately to the same question in different contexts.
To reduce management burdens, the update has also enhanced features. When information is updated on the channel's home, news, or menu sections, those changes are automatically reflected in the Kanana Counseling Manager's response data, eliminating the need for separate modifications. The process for registering response information has been simplified, allowing businesses to input short answers or concise information, which the AI will then automatically generate into complete responses.
Users can preview AI responses by directly asking questions in the chat window or by clicking on recommended keywords for 'AI Counseling Preview.' Unanswered frequently asked questions will be suggested as keywords in the 'Increase Response Rate' section, making it easy to add response information. The management page also provides statistics on counseling status, enabling systematic oversight.
To enhance the chat experience, new features have been added. When users send messages in the chat room, a 'typing' indicator will appear at the bottom, letting them know the AI is preparing a response. Additionally, if users request to speak with an administrator by saying, 'I want to talk to the manager' or 'Please call the manager,' a 'Call Admin' speech bubble will be provided. Clicking this button allows the administrator to respond directly.
Hwang Jun-yeon, leader of Kakao Business Domain, stated, 'We updated the Kanana Counseling Manager to reduce the customer service burden for small business owners and provide users with a more natural and accurate counseling experience. We will continue to enhance the service to support the business activities of KakaoTalk channel operators.'
Kakao began beta testing the Kanana Counseling Manager in October 2024 for select channels and officially launched the service for all channels in September of last year. The service includes features such as automatic order and reservation acceptance, operating hour settings, and customer inquiry statistics.
* This article has been translated by AI.
Copyright ⓒ Aju Press All rights reserved.