Kakao Enterprise announced on the 16th that it has completed the implementation of the AI contact center 'Centerflow' based on Kakao Cloud for the household goods specialist company Asung Daiso (hereinafter Daiso).
Daiso operates over 1,500 stores nationwide as of last year. The customer center handles various customer inquiries such as inventory status of directly managed stores nationwide, store locations and business hours, and complaints.
To unify the phone consultations previously conducted at each Daiso store into a centralized customer center, Centerflow based on Kakao Cloud was introduced. By using the cloud without building physical contact center infrastructure, costs were reduced and stable service was provided.
Centerflow is a subscription-based AI contact center platform that requires no separate server or equipment setup. AI technologies such as Natural Language Understanding (NLU), Speech-to-Text (STT), intelligent search, and recommendation solutions are applied. Its main features include a conversational voice bot that helps significantly reduce simple repetitive tasks for agents, and an AI consultation assistant that supports fast and efficient consultation processing and management. The customer response process is carried out through collaboration between the AI agent (voice bot) and human agents using these two functions.
As a result of applying Centerflow, phone consultations that could not be handled at the stores achieved a call response rate of 97%. Employee satisfaction reached 89.6% due to increased work efficiency of store staff.
Shin Hojun, head of Kakao Enterprise’s AICC team, said, "Companies spend a lot of time and cost considering and implementing AICC, so the Daiso case will be a good reference."
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