– Continued increase in user numbers due to launch of AI functions and expansion of web hosting companies
– 4.15 million CS inquiries resolved with Chatbot Now last year… CS cost savings of approximately KRW 8.3 billion
– AI functions are actively utilized in shopping malls where the main customers are middle-aged people aged 45 or older
DK Techin (CEO Won-joo Lee), a subsidiary of Kakao's IT solution development company, announced on the 10th that its KakaoTalk-based CS chatbot, 'Chatbot Now', has surpassed 3 million cumulative users in just two years since its launch.
Chatbot Now is a CS chatbot exclusively for shopping mall operators based on KakaoTalk, jointly developed and operated by DK Tech, a subsidiary of Kakao, and K&Works (CEO Shin Seok-cheol). It supports a convenient customer consultation environment as customers can request consultation simply by adding the shopping mall’s official KakaoTalk channel without visiting the webpage or installing a separate app.
Last year, the total number of CS inquiries handled by Chatbot Now was 4.15 million, an increase of about 46% compared to the previous year. Converting this into cost, it is estimated that a saving effect of about 8.3 billion won was achieved. This figure is calculated by reflecting the cost per case (KRW 2,000) of the outsourced consultation center in the number of consultations reduced by chatbot automatic responses.
DK Tech cited the following as the main factors for the rapid increase in cumulative users: ▲Expansion of Chatbot Now-integrated web hosting companies such as Imweb, Flexji, and Sewon Atos ▲Launch of the 'Chatbot Now O4O (Online for Offline)' function, a combined online and offline store solution ▲Addition of new AI-based functions.
Officially launched in December last year, Chatbot Now’s AI function is characterized by combining LLM technology with the existing Chatbot Now to learn large amounts of text data, understand the intent of the user’s question, and generate natural answers. In particular, it provides quick answers and links to related pages for frequent simple inquiries such as product recommendations and A/S applications, greatly enhancing customer convenience.
An official from Sanji Agricultural and Marine Products shopping mall that introduced Chatbot Now AI said, “80% of our customers are middle-aged and older, aged 45 or older who are not familiar with mobile ordering, so there were a lot of inquiries asking counselors about seasonal fruit recommendations and payment methods.” He continued, “With the introduction of Chatbot Now AI, not only did we reduce the number of repetitive inquiries, but our work efficiency has also greatly improved because when customers inquire about products, we provide them with information and encourage them to make a purchase.”
Lee Kyung-won, managing director of DK Tech, said, “Last year, we achieved continuous growth in the number of users by expanding Chatbot Now-integrated hosting companies and continuously releasing new functions,” and added, “This year, we will strive to enable more people to experience the utility of Chatbot Now by enhancing AI functions such as self-mall learning and collaborating with integrated shopping mall management solutions.”
Meanwhile, DK Tech is providing 'KakaoTalk-based CS' services that do not require separate app installation to various industries such as public, financial, and distribution by utilizing the 'Kakao i Connect Talk' platform that applies Kakao AI technology and a high-performance natural language processing model (AML·Advanced Machine Learning). Representative examples include △'Chatbot Now', a CS solution specialized in commerce, and △'Smart Yangpyeong Tok Tok', a digital administration service.
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