– Alp accurately identifies customer intent and provides intelligent consulting tailored to the specific circumstances of each industry.
Fully automated Alpha V2 features unveiled, improving simple inquiries from 45% to 80%.
Channel Corporation (CEO Siwon Choi), which operates the all-in-one AI business messenger 'Channel Talk', held its own conference 'Channel Con 2025' at Amores Yeoksam in Gangnam-gu, Seoul on the 6th and introduced 'Alp v2', a consulting AI agent with significantly enhanced autonomous work performance capabilities.
In the morning session, Channel Corporation's Chief Revenue Officer (CRO) Jaehong Kim shared the achievements and cases of the first-generation Alf released last year, followed by CEO Siwon Choi introducing three new features designed to realize Alf's complete automation.
One year since the launch of Alp, AI consulting has expanded to include fashion, beauty, travel, and F&B.
First, CRO Kim Jae-hong cited a report from the Massachusetts Institute of Technology (MIT) showing that only 5% of companies achieved sales growth by adopting generative AI. He emphasized, "Domestic companies must go beyond simply adopting AI and create tangible business value." He went on to explain that this ChannelCon was held to highlight proven domestic and international AI efficiency cases and explore new growth drivers and collaboration opportunities.
Alpha v1: A Year of Growth and Market Validation
Since its official launch last year, Alp has garnered attention as a natural language-based, generative AI agent service that understands the context of customer conversations, autonomously identifies the information necessary to resolve inquiries, and performs customer service tasks. Unlike traditional, simple, keyword-based chatbots, Alp's core strength lies in its ability to accurately understand customer intent and provide intelligent consultation tailored to the unique circumstances of each industry.
The results over the past year have been remarkable. Over 2,000 companies across various industries, including fashion, beauty, travel, and F&B, have adopted Alp into their customer service channels, primarily using it to handle simple and repetitive inquiries. The cumulative number of inquiries handled through these companies has reached 1.3 million. This demonstrates that Alp is moving beyond a simple pilot service and is being widely adopted in real-world business settings.
This achievement, particularly in light of MIT's statistic that "only 5% of companies that adopt AI see actual sales increases," suggests that Alp is delivering a clear ROI (return on investment). This means that there is a growing number of cases where AI goes beyond simply automating consulting tasks to simultaneously improve customer satisfaction and operational efficiency.
Expanding industrial utilization and diversifying Alp
It's also noteworthy that companies adopting Alph span a wide range of industries. In the fashion industry, Alph effectively addresses repetitive questions like product exchanges and returns and delivery status tracking. In the beauty industry, it addresses product usage and ingredient inquiries. In the travel industry, it provides guidance on reservation changes and cancellation policies, and in the F&B sector, it handles tasks like order status confirmation and menu recommendations. These diverse industry applications demonstrate Alph's high adaptability and scalability.
Eastar Jet, a leading example of successful ALP, hosted Kim Min-jeong, Head of CX, on stage to share how ALP has enhanced the customer experience. To alleviate the burden on customer service representatives and improve service, Eastar Jet focused on analyzing customer inconvenience factors and redesigning AI chatbot scenarios. As a result, the company is currently achieving a 74% AI consultation resolution rate.
Alpha V2, a fully automated AI consulting service, resolves 80% of simple inquiries.
CEO Choi Si-won, the second speaker, unveiled Alph v2, a significantly expanded version of Alph that handles virtually all of the tasks it performs. Alph v2 goes beyond simply answering customer questions to automate a variety of tasks previously handled manually by human agents, including reservations, order changes, cancellations, exchanges, and returns, broadening the scope of Alph's application. This represents an evolution from Alph v1's "answer-oriented AI" to Alph v2's "executive-oriented AI."
Specifically, to fully automate AI consultations, the detailed functions of Knowledge and Rules have been strengthened, and Tasks have been newly added. These three elements are designed to take Alpha v2 beyond simple functional additions to a completely new level of AI consultation.
△Knowledge is a space where Alp manages all the materials it can reference to resolve inquiries. While the existing Alp only used text content organized in the corporate document management tool "Document" to answer questions, Alp v2 features a unique ability to reference a wide range of data, including Excel, PDF, and websites. For example, a fashion e-commerce company can accurately respond to customer inquiries by integrating inventory status managed in Excel, shipping policies in PDF, and even detailed product information on the website. This significantly improves Alp's accuracy and reliability by allowing companies to maximize the use of their existing data assets.
△Rules allow you to precisely configure Alpha's role, tone, and response content for each situation. This allows Alpha to respond appropriately to inquiries and customer types. This goes beyond simple automated responses and enables "personalized consultations."
Compared to the existing Alpha v1, the rules functionality has been significantly upgraded. Now, businesses can configure detailed settings for expressing empathy, suggesting alternatives, and asking follow-up questions. For example, when a customer inquires about a delivery delay, companies can go beyond simply responding, "The expected delivery date is OOO." Instead, they can start with empathy, such as, "We apologize for the inconvenience caused by the delivery delay," then offer an alternative, such as, "The current situation is OOO, and we propose the OOO method to resolve this," and naturally follow up with, "Do you have any further questions?"
These detailed rule settings minimize the feeling that customers are consulting with AI, providing an experience that feels like they're speaking with an experienced counselor. Different rules can also be applied to different industries and customer levels, allowing for differentiation, such as providing more attentive service to VIP customers and more efficient response to regular customers.
△Task is an ALP Action development tool that supports ALP's more proactive CS tasks. This is ALP v2's most groundbreaking new feature, marking its entry into areas previously unreachable by existing AI chatbots.
Let's compare the process a customer would take when requesting a change to an order. With the existing Alp v1 or a standard chatbot, the only response would be, "You'd like to change your order. Please contact customer service or make the change directly on My Page." However, Alp v2 uses a task function to directly view order information and provide changeable options in real time, allowing customers to directly process changes upon request. Customers can complete everything within the chat window without any additional interaction.
The scope of tasks that Tasks can handle is extremely broad. Any task that previously required a consultant to access the system directly can be automated, including order changes and cancellations, exchanges and returns, changes to shipping addresses, coupon applications, and payment method changes. Tasks can be customized to meet your business needs, creating a variety of automated workflows.
Channel Corporation conducted a closed beta test (CBT) with travel compression pouch e-commerce company 'Brandon' last October, and automated simple and repetitive tasks that previously required human intervention at the consultation conclusion stage, increasing the AI consultation resolution rate to 80%.
CEO Choi Si-won said, "Going forward, the CS field must move beyond the traditional practice of simply responding to customer inquiries and become a key player in customer experience innovation, identifying customer inconveniences and driving fundamental solutions."
This goes beyond simple technological innovation and signifies a redefinition of the role of the entire customer service organization. As AI handles repetitive tasks, counselors will be shifted to more advanced tasks. Their new role will be to uncover hidden customer needs, incorporate complaints into business improvements, and build long-term customer relationships.
CEO Choi Si-won also said, “To this end, Channel Talk will contribute to creating a virtuous cycle of AI consulting work ecosystem that actively incorporates voices from the field into all corporate service operations through advanced AI automation functions, CX expert training, and CX community operation.”
This clearly demonstrates ChannelTalk's position as a customer service innovation partner for its clients, not just a simple solution provider. Technology alone is not enough; they promise to educate companies on how to best utilize this technology and create a cyclical structure where field experience is reflected in technical improvements. This demonstrates their strategic intent to position Alpha v2 not as a simple product, but as a platform that accompanies the growth of client companies.
You must be logged in to post a comment.