Channel Updates


2024. 04. 25 Chanel Talk AI: Let's Talk Future

Some features are coming later, and we've included descriptions of unreleased features to illustrate the potential of AI in the future.

With Channel Talk AI, you can resolve issues without connecting to an agent in the following scenarios! Let our AI agent, ALF, handle routine inquiries so your team can focus on what truly matters.

For example, consider a customer wanting to cancel an order:

  • ALF reads the customer's query, accesses the refund policy from your FAQ management and RAGs, and provides a response.

  • When a customer requests a cancellation, ALF executes the [Cancel Order] action from the commerce hub app and processes it directly in the chat.

  • This eliminates the need to verify order numbers, check shipping statuses across different admin panels, and manually approve cancellations!

We are planning to release various commands in an app format that can be utilized not only for online retail but also for any B2B platform.

Originally, ALF could only be set up with a paid plan that included Support bot. However, for a limited time, we're now offering ALF for free to make it easier for you to get started.

  • Understand natural language and converse like a human

  • Recommend appropriate commands for inquiries

  • Provide answers matching frequently asked questions (FAQ)

  • Recognize when to escalate conversations to a human agent

  • Generate responses based on knowledge base searches (RAG)

  • Don't worry. There are two ways to prevent hallucination in Channel Talk.

  • What is hallucination?

    → It's the creation of fabricated information that is inaccurate or untrue.

  1. Give ALF a persona and instructions:

    • You can pre-define exactly what ALF can and cannot do.

    • You can also set ALF's tone and manners.

  2. ALF verifies the facts independently.

    • It applies a separate 'fact-check' module to confirm the accuracy of the facts once more, before responding to customers.

  • Store frequently asked questions from your customers.

  • ALF answers registered questions using your FAQ:

    • Responses are based on registered content, ensuring accuracy and reliability.

    • A single answer can correspond to multiple questions, covering a variety of customer inquiries.

  • AI recommends drafted FAQs by analyzing conversation history. coming soon

  • Prepaid is the most affordable way to subscribe to Channel Talk! If paying for different usages individually has been inconvenient, you can now pay for them all at once, whenever you want.

    • Simply select any usage you want to prepay, add them to your purchase list (similar to your cart), and pay for them all at once.

    • You can even schedule your prepaid purchases to pay when it's convenient for you.

  • After the update, the permission to permanently delete chat history is separate from Inbox view access. Without this permission, agents cannot delete a chat, even if they are the assignee or a follower.