One-Third of Consultations Handled by Channel Talk Chatbot
Channel Corporation announced on the 23rd that its AI messenger 'Channel Talk' has reduced the number of simple inquiry responses for Travelwallet, a fintech company specializing in currency exchange, by up to 25%.
Channel Corporation provides Channel Talk services equipped with features such as customized question scenario design for clients, an automatic response chatbot for simple inquiries, and automatic assignment of counselors to improve the efficiency of Travelwallet's customer service operations.
In particular, Channel Talk focused on handling simple inquiries related to the issuance and delivery of foreign currency prepaid cards for Travelwallet, whose demand has nearly tripled in a year due to the increase in overseas travel. It automatically processes about one-third of the approximately 1,500 daily inquiries through the Channel Talk chatbot, significantly reducing the workload of counselors.
Additionally, whereas it previously took time to assign a counselor when a customer left an inquiry, Channel Talk’s counselor assignment system has improved the customer service environment by reducing waiting times for connection and providing immediate responses to customers.
Kang Hanho, head of Travelwallet’s customer support team, said, “We introduced Channel Talk to improve the efficiency of counseling work due to the increase in simple inquiries related to card issuance and delivery. Not only can simple inquiries be proactively handled by the chatbot, but we can also provide 24-hour service with minimal staff during nights and holidays.”
Choi Siwon, CEO of Channel Corporation, said, “As the number of Travelwallet subscribers is rapidly growing, the counseling automation system through Channel Talk will be of great help. We will develop services where AI handles simple inquiries through advanced AI chatbot functions, allowing humans to focus on important consultations.”
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