Channel Talk 'Alp v2' Boosts Resolution Rate to 80% with Full Reservation & Refund Automation

Channel Corporation Opens New Horizons in AI Consulting: 'Alp v2' Unveiled Channel Corporation, which operates the all-in-one AI business messenger 'Channel Talk,' unveiled the innovative AI consultation agent 'Alp v2' at its self-hosted conference 'Channel Con 2025' on the 6th, presenting the future of AI-based customer consultation. The event commenced with Kim Jae-hong, CRO (Chief Revenue Officer), sharing success stories of the first-generation Alp. Alp, a natural language-based generative AI agent, is a service that understands context through conversations with customers, independently finds necessary information, and responds. It has already processed over 1.3 million consultations for more than 2,000 companies across industries such as fashion, beauty, travel, and F&B, proving its efficiency. Notably, Eastar Jet recorded an astonishing 74% AI consultation resolution rate after adopting Alp, achieving both reduced workload for consultants and improved service. Following this, Choi Si-won, CEO (Chief Executive Officer), declared that 'Alp v2' would usher in an era of complete automation in AI consultation. Alp v2 is characterized by being designed to not merely answer customer questions but also autonomously perform complex tasks such as reservation/order changes and cancellations, and exchanges/returns, which previously required direct handling by human consultants. This evolution of Alp v2 is attributed to three core functions. First, the **Knowledge** function has been significantly enhanced, broadening the scope of data Alp can reference. Previously, it only utilized text within 'Document,' a corporate document management tool. Now, it independently learns and uses vast data from Excel, PDF, websites, and more, providing even more accurate and rich answers. Second, **Rules** settings have become more detailed, allowing Alp's role, tone, and response style to be customized according to the situation. It can skillfully perform empathy expressions, propose alternatives, and ask follow-up questions based on customer type and inquiry content, enabling flexible responses akin to a real consultant. Third, and most revolutionary, is the introduction of the **Tasks** function. This is a development tool that enables Alp to perform proactive CS tasks. For example, if a customer requests to change an ordered product, Alp v2 uses the Tasks function to look up order information, present available options, and even directly process the order change request, taking real action. In a closed beta test (CBT) with 'Brandn,' an e-commerce platform for travel compression pouches, this Tasks function was used to automate simple, repetitive tasks, successfully boosting the AI consultation resolution rate to 80%. CEO Choi Si-won emphasized, "Going forward, the CS sector must transcend merely responding to customer inquiries and establish itself as a 'customer experience member' that identifies customer pain points and drives fundamental solutions." Channel Corporation stated that, in addition to advancing AI automation capabilities through Alp v2, it will contribute to fostering a virtuous AI consultation work ecosystem that actively incorporates on-the-ground feedback into overall corporate service operations through CX expert training and CX community management. Channel Corporation is expected to set new standards for customer experience and lead AI-based business innovation with Alp v2.