Optimizing the Global Customer Consultation Environment
Channel Corporation announced on August 8 that it has supplied its artificial intelligence (AI) agent "Alp" to Eastar Jet's customer consultation channel, thereby enhancing the efficiency of global customer service.
Channel Corporation announced on the 8th that it has supplied the AI agent "Alp" to Eastar Jet's customer consultation channel, enhancing the efficiency of global customer service. Channel Corporation
Eastar Jet introduced Channel Talk and Alp to its official website in November of last year. This was done to respond to the increasing demand from foreign passengers, which has resulted from the expansion of new routes to cities such as Chiang Mai and Almaty. Through this, the company has established a global customer communication environment that supports translation in 16 languages, moving away from its previous phone consultation-centered system.
To reduce the workload of its consultants, Eastar Jet pre-designed scenarios for frequently asked question types and focused on improving Alp's response accuracy. As a result, within just one month of implementing the service, Alp was able to resolve 74% of consultations without any intervention from human consultants.
Choi Siwon, CEO of Channel Corporation, stated, "Given the nature of the airline industry, where multinational customers must be served in real time, automated response services tailored to each language have become a core competitive advantage. We will continue to actively support customer companies' CX innovation by discovering and promoting a variety of best practices for Alp in different industries."
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