Channel Corporation (CEO Choi Si-won), which operates the all-in-one AI business messenger ' Channel Talk ', announced on the 8th that it has increased the efficiency of global customer response by supplying AI agent 'Alp' to Eastar Jet's (CEO Cho Joong-seok) customer consultation channel.
To meet the growing demand for international passengers following expansion to new destinations like Chiang Mai and Almaty, Eastar Jet introduced Channel Talk and Alp on its website last November. This shifted the airline's existing phone-centric customer service model to a multilingual customer communication environment, supporting translation in 16 languages.
Furthermore, to reduce the workload of customer service representatives, Eastar Jet pre-designed scenarios for each frequently asked question type and focused on improving the accuracy of ALP's responses. As a result, within just one month of launching the service, ALP achieved a 74% resolution rate without human intervention.
Alp is an AI agent that uses natural language processing technology to understand conversational context, autonomously find the information needed for consultations, and respond to customers. In particular, it offers augmented search generation (RAG)-based automated response capabilities in 33 languages, enabling it to effectively respond to multilingual customer inquiries in real time.
An Eastar Jet official said, “The number of passengers has increased by more than 80% compared to the previous year due to the expansion of new destination cities and increased aircraft,” and added, “As the number of customers from around the world increases, we will focus on providing a positive experience at customer touchpoints.”
Choi Si-won, CEO of Channel Corporation, said, “Given the nature of the aviation industry, which requires responding to multinational customers in real time, automated response services optimized for each language are key to competitiveness.” He added, “We will continue to discover AI use cases for each industry to support our clients’ CX innovation.”
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