ChannelTalk Launches 'Interactive Voice Response' Feature

Designing Consultation Scenarios with Freedom to Make Phone Calls

Channel Corporation announced on the 28th that it has launched an 'Interactive Voice Response (IVR)' feature in its AI business messenger 'Channel Talk,' allowing users to design phone consultation scenarios without any development knowledge.

IVR is a function that connects calls to the appropriate consultant or dedicated team based on information entered by customers using the numeric keypad. Channel Talk added the IVR feature to its consultation automation management tool 'Workflow,' providing sophisticated consultation scenario design capabilities not only for chat consultations but also for phone consultations, thereby enhancing the completeness of its customer consultation solution.

Consultants can use the IVR's 'phone input form' feature to set up customers to pre-register data such as order numbers, contact information, and dates of birth. Based on the information entered by customers, consultants suited to the customer's consultation type are assigned, enabling more professional and prompt consultations.

Additionally, simple inquiries such as business hours and parking questions can be set to provide information through simple voice guidance without connecting to a consultant. If the waiting time for consultation becomes long, it can be replaced with a voicemail, callback request, or text message. Data from each consultation process is collected, making it easier to establish improvement plans necessary for optimizing consultation scenarios.

Choi Siwon, CEO of Channel Corporation, said, "This IVR feature update will maximize the work efficiency of existing customer centers, where immediate phone consultation scenario modifications were difficult, and help reduce operating costs." He added, "We will focus on feature development to provide differentiated customer experiences through delicate consultation scenarios."