Kakao has applied generative AI to Kanana Counseling Manager, an AI 상담 service for KakaoTalk Channels, to strengthen customer response functions.

Kakao said on Sept. 29 it added to Kanana Counseling Manager a function that generates answers to customer questions based on information registered by businesses and store information, menus and recent updates posted on 톡채널.

Previously, responses were mainly based on answers businesses had entered in advance. After the update, the AI identifies the intent of the question and the context of the conversation and replies in sentences suited to the situation. It can vary wording to the same question depending on the conversation flow and also supports simple dialogue.

It also reduced the work required for businesses to manage answer information directly. When content is edited on the channel home, updates or menus, the changes are automatically reflected in the Counseling Manager's answer information. When registering answers, businesses do not need to write complete sentences, as the AI turns key information into sentences.

A function to check answers before 상담 has also been added. In AI Answer Preview, businesses can enter a question directly or select recommended keywords to check and edit the reply that will be provided to actual users.

For frequently asked questions that have not been registered, it suggests keywords in an area called Boost Answer Rate. Businesses can register additional answer information based on the suggestions, and the management page also allows them to check statistics on 상담 status.

It also supports connecting users to an administrator if a user wants a person to respond during 상담. When requests such as "I want to talk to an administrator" come in, an Admin Call button is provided and the administrator can join the conversation directly. While the AI is generating an answer, an typing indicator is also shown at the bottom of the chatroom.

Hwang Jun-yeon (황준연), a Kakao Business domain leader, said, "We updated the service to reduce businesses' burden of responding to customers and to provide users with a natural and accurate counseling experience." He added, "We will continue to advance the functions so we can support 톡채널 operators' business activities."