Shopping Mall Exclusive Chatbot 'ChatbotNow' Surpasses 1 Million Cumulative Users

Handling Shopping Mall CS for Cancellations, Exchanges, and Returns on KakaoTalk Channel

DKTechIn announced on the 9th that the cumulative number of users of 'ChatbotNow,' a customer satisfaction (CS) chatbot solution exclusively for shopping malls launched in March last year, has surpassed 1 million.

ChatbotNow is a CS chatbot exclusively for shopping mall operators, operating based on KakaoTalk. The chatbot automatically handles inquiries such as order tracking, delivery tracking, and cancellation, exchange, and return requests on the official KakaoTalk channel of online shopping malls, resolving simple inquiries that account for 70% of customer questions without going through a customer service representative.

In fact, shopping mall operators using ChatbotNow have experienced a reduction in customer service cases handled by representatives ranging from a minimum of 20% to a maximum of 70%. This has significantly reduced the manpower and time invested in CS operations, allowing focus on important consultation tasks such as VIP customer service, thereby improving CS quality.

Son Wooyoung, head of development at DKTechIn, said, “As a result of efforts over the past year to provide convenience to ChatbotNow users and cost-saving benefits to client companies, we have achieved meaningful results. This year, we plan to expand hosting partners integrated with ChatbotNow, such as WithSoft, I’m Web, and MakeShop, and support shopping mall clients by incorporating generative AI to respond to inquiries.”