ALF Official Release on November 1, 2024 ✨

Are you ready for the future of customer support with AI? After a successful beta launch last April, Channel Talk’s AI agent, ALF, is officially moving to full service on November 1, 2024. Explore ALF’s powerful features and experience firsthand the impressive results ALF achieved with over 700 customers during the beta period!

Have you noticed the new AI menu in Channel Talk? Now, you can easily access everything about ALF in one place—from usage tips to success stories—and apply it seamlessly to your service!

• Learn About ALF

• ALF Tutorial

• ALF Success Stories

The Custom Description and Glossary features have been added, allowing you to fine-tune ALF's responses to best suit your service.

• Custom Description: Set optimized answers for different scenarios, such as connecting with an agent, requesting additional information, or providing reference responses.

• Glossary: Register specific terms used within your brand or service to ensure ALF understands and uses them accurately.

• The ALF Analytics view period has been extended from 7 days to 31 days, giving you a broader look at performance.

• You can now see ALF’s resolution rate directly on the analytics screen.

• You can easily review the history of details of resolved inquiries at a glance.

ALF Resolves 30% of All Inquiries

Each week, ALF handles over 20,000 inquiries, independently resolving around 30% without connecting to a human agent. In e-commerce, where simple inquiries are more common, ALF has achieved an inquiry reduction rate of about 34%. Even in more complex B2B industries, ALF demonstrates its effectiveness with a 19% inquiry reduction rate.

700+ Companies are Using ALF

In just six months since its release, ALF has been adopted by over 700 companies across ㅁa variety of industries. From e-commerce sectors like fashion and beauty to high-engagement areas like travel, education, and B2B services, ALF has seen widespread adoption and proven its versatility.

ALF’s pricing is set to be significantly more cost-effective compared to traditional agent-assisted and global AI support services. Charges apply only for inquiries resolved without agent intervention, making it an economical choice. With ALF’s 24/7 availability and multilingual support in 32 languages, you can reduce labor costs efficiently while providing continuous customer support.

• Charges apply only for user chats resolved by ALF.

• Each user chat incurs a maximum of one charge.

• If you believe ALF’s response was incorrect, please report it to the Channel team within 24 hours based on the specific response in question.

We've got you covered if you're concerned about estimating your usage. Until January 31, 2025, you'll get a discount so that no matter how much you use ALF, you'll only be charged up to $500 monthly. This promotion is for customers who have used the ALF add-on at least once since the ALF beta release (24.04) through January 31, 2025.

[Customer Profile] Masking Sensitive Data

Sensitive data fields within customer profiles can now be masked for enhanced data protection. A feature allowing you to view logs of managers who accessed sensitive data will also be available soon.

• Settings Path: [Channel Settings] - [General] - [Customer Profile Data] - Enable "Hide Sensitive Data"

[Security] Manager Activity Logs and Customer Information Change History

• The format of Manager Activity Log Update: Logs are now available in an easier-to-read CSV format instead of JSONL. More details are available in the advance notice (→ View the advance notice)

• Customer Information Change History: Track who created, modified, or deleted customer information by downloading change history logs. *Requires Enterprise Security Package*

[Workflow] Modular Workflow Shortcut (!) Support

Now, you can use the exclamation mark (!) shortcut to activate modular workflows during conversations quickly. Set up complex workflows as modules and run them like macros, significantly boosting efficiency in handling inquiries.

[Document] Color Customization for Callouts and Quotes

You can now change the background color of callouts and quote blocks. Hover over the callout or quote in an article, click More Options, then choose Color to customize.

[User Chat] Internal Notes for Completed External ChatsEven after an external chat (e.g., Kakao Talk, Naver TalkTalk) ends, you can continue adding internal notes for future reference.

[Customer Profile/Marketing]

Support for Latest UTM Information Collection November 8

UTM information helps track customer entry sources. The existing 'Initial UTM' data is collected during the first visit and remains unchanged, while the newly added 'Latest UTM' data updates with each visit, reflecting the most recent status. Use this to set up marketing campaigns by entry source and boost conversion rates.

[Security] Session Timeout November 8

For enhanced security, managers will be automatically logged out after a period of inactivity. (Enterprise security package required)

[AI] FAQ Setting Path Update November 15

FAQs will now be set up directly in Documents for easier management.

• Previous Path: [Channel Settings] - [Support] - [FAQ]

• New Path: [Documents] - [FAQ]

[Meet] Outbound Call's Contact Verification November 15

Manage outbound calls to prevent duplicate customer entries. When calling a contact number (e.g., "A") that is not verified, managers can choose whether to create a new lead or call an existing contact if the exact number is already saved in the system.

October Announcements Overview

• [Advance Notice] End of Support for Channel Talk PC App on Certain Windows and macOS Versions

• [Advance Notice] Server Egress IP Addition and Termination of Non-HTTPS Protocol Support for Webhooks/Snippets