Key Changes in ALF v2

We have updated our billing structure to ensure ALF costs are more predictable and reasonable. The previous resolution-rate standard was prone to large cost variations, making accurate budget forecasting difficult. Our new model calculates your costs per chat(inquiry) session, significantly streamlining budget control. By adopting this usage-based model, we are aligning with the standard used by global AI services, ensuring your cost management meets industry best practices.

*(VAT of 10% is charged separately)

• Chat Session-based Billing: Billing is calculated as one session from the moment ALF initiates the first response until ALF concludes its responses. The ALF response concludes if the conversation is opened by a human agent (due to a hand-off request), an agent intervenes to open the conversation, or the session expires (24 hours after the customer's last reply). While typically one conversation(chat) results in one session charge, more than one charge may occur if ALF is connected multiple times within a single conversation.

• AU (ALF Unit): Represents the unified unit of consumption for ALF usage. (1 AU = ¢0.1)

• Task (Task Execution): This is a new feature that allows ALF to automatically process tasks requested by the customer, moving beyond simple Q&A to perform actual work processes. Billing occurs when a set Task trigger condition is met and the Task is executed.

The Workflow menu has been moved under the Customer ALF section. This means all features related to 'Automation' can now be conveniently managed in one place, within the AI tab.

Rest assured! Only the menu location has changed; your existing Workflows will continue to operate exactly as before, with no further modifications.

We have retired the separate features for 'Setting Persona,' 'Custom Description,' and 'Glossary.' All of this features have been unified into the powerful 'Rules' feature, resulting in a simpler, more flexible setup experience.

To replace the former Custom Description and Glossaries, simply add multiple Rules and input the relevant content there.

To provide a clearer and more intuitive understanding of customer support performance, some definitions and methods for statistical metrics have been updated in ALF v2.

1. Updated Definition of Resolution Rate

• Before: The ratio of cases where no agent hand-off was requested within 24 hours after ALF provided a meaningful response to the customer.

• After: Among conversations in which ALF was involved, the percentage of chats that were not escalated to a human agent and were resolved entirely by ALF.

2. New Visualization Metrics

• You can now visually track how much ALF was involved in conversations and how many were resolved through involvement and resolution rate funnel graphs.

3. Removal of Unnecessary Metrics

• Since ALF v2 references various sources comprehensively through its RAG-based system, statistics by response type (e.g., Command, FAQ) are no longer provided.

• Previously, users could give feedback or request an agent connection through the “Helpful” or “Not helpful” buttons, but with the new rule- and task-based system enabling automatic agent connections at the right moment, these buttons and related metrics are no longer available.

• After commands were migrated to ‘Tasks,’ if a command is executed during an ALF conversation, a cost of *200AU (1AU = ¢0.1) will be incurred per execution.

We have improved the chat screen design to allow for more natural and immersive conversations with the AI.

• Expanded conversation area and reduced scrolling so that long answers can be read more comfortably.

• Increased font size and removed screen theme colors to ensure the content is easy to see at a glance.

• Reduced unnecessary elements and cleaned up blank space to allow for greater focus on the AI's response.

• Improved the process for customers with 'Quick Deploy' enabled or an ongoing chat, so that the chat opens immediately without having to go through the Home (Lounge) screen.

'Helpful', 'Disappointing', and 'Connect to Agent' Buttons Will Not Be Provided

• In ALF v2, the 'Helpful', 'Not helpful', and 'Connect to agent' buttons will not be available.

• Now, ALF will independently understand the conversation flow and decide whether to conclude the response or transfer to an agent, without requiring a customer button click.

• This provides customers with a faster and more convenient problem-solving experience as the conversation remains uninterrupted without button selection.

Note: Although button feedback feature has been removed, another feature will be provided later allowing managers to directly test and improve the quality of ALF.

More detailed changes are provided through the official announcement:

[Important Notice] ALF v2 Update Preview

2025.10.27