[Asia Economy Reporter Seungjin Lee] Naver announced on the 21st that it has expanded the range of customer inquiries that can be automatically responded to through an update to its AI customer response solution for SMEs (small and medium-sized enterprises), ‘Clova Live Chat.’
Clova Live Chat is a solution based on Naver’s large-scale AI ‘HyperClova’ that analyzes and summarizes customer inquiries from Smart Store and recommends ‘Frequently Asked Questions (FAQ)’ to sellers. Once sellers input their answers, Clova Live Chat automatically responds 24/7 to those inquiries via ‘Naver TalkTalk,’ the customer inquiry channel of Smart Store.
With this update, the scope of customer inquiries that Clova Live Chat can automatically handle has expanded from general questions about the store overall to specific questions about the products sold. Previously, the AI analyzed inquiries left by customers for each Smart Store and recommended only store-level questions to sellers. With the service expansion, it can now analyze various user inquiries accumulated on Naver Shopping for specific product categories and recommend customized FAQs at the product category level.
For example, in a store selling women’s clothing, store-level questions might be limited to general topics such as shipping, returns, and exchanges. However, when expanded to ‘Product Category FAQs,’ detailed product-related questions such as “What is the heel height?” or “How many sizes are available for purchase?” are recommended for the shoe category. The questions are recommended by distinguishing between ‘before purchase’ and ‘after purchase’ situations, and are displayed differently to buyers depending on whether they have purchased the product. Clova Live Chat currently provides customized FAQs for about 4,000 product categories and plans to continue expanding this.
Sellers are expected to be able to respond more easily and quickly to a wider variety of customer inquiries by utilizing Clova Live Chat’s product category FAQ recommendation service. Since January this year, many Smart Store SMEs have adopted the store-level FAQ recommendation service and have been receiving help with handling repetitive inquiries. It has been reported that 60% of automatic responses through Clova Live Chat were completed without sellers needing to add further answers. With the expansion to product category FAQ recommendations, AI will be able to answer more customer questions, and the rate of successful consultations handled solely by Clova Live Chat is expected to increase.
Jung Seok-geun, CEO of Naver Clova CIC, said, “Quick responses to customer inquiries are an important part of SME business operations, but it is often realistically difficult for small and medium-sized sellers, who must perform various tasks from product management to sales and product development, to respond immediately to all repetitive inquiries at any time. Since January, Clova Live Chat has been recommending customized FAQs for each store and automatically answering them, contributing to reducing the customer response workload for SMEs. We expect that this update to the product-specific FAQ recommendation function will further streamline the construction and answering of FAQs for each product category.”
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