Channel Talk Revolutionizes Eastar Jet Customer Service with Multilingual AI Chatbot

In an era where global air travel routes have fully opened and the number of foreign passengers is rapidly increasing, Eastar Jet has opened a new chapter in customer communication. By introducing 'Alp', an AI agent from Channel Corporation, which operates the all-in-one AI business messenger 'Channel Talk', Eastar Jet has established an innovative global response system for customers speaking various languages worldwide. Especially as the demand for foreign passengers dramatically increased with the expansion of new routes to cities like Chiang Mai and Almaty, Eastar Jet fully implemented Channel Talk and Alp on its website last November. Moving away from the existing phone consultation-centric system, it achieved a major transformation to a multilingual customer communication environment supporting an impressive 16 languages. Alp goes beyond simple translation, boasting the intelligence to accurately grasp the context of conversations based on natural language and find the information customers need to respond. Eastar Jet focused on enhancing Alp's response accuracy by creating scenarios for frequently asked questions by type, and the results were astonishing. In just one month after the service's introduction, the percentage of consultations perfectly completed by Alp without agent intervention reached an impressive 74%. This means they killed two birds with one stone, significantly reducing the workload for agents while providing faster and more accurate answers to customers. The core of Alp is its Search Augmented Generation (RAG)-based automatic response setting feature, specialized for 33 languages. This enables seamless real-time communication, regardless of location or language of inquiry anywhere in the world. An Eastar Jet official stated, "In a situation where passenger numbers have increased by over 80% compared to the previous year due to the launch of new routes and increased flights, Alp is playing a significant role in providing a positive experience to global customers." Choi Si-won, CEO of Channel Corporation, also commented, "Language-specific automated responses are crucial for airlines where multinational customer service is essential," and expressed his ambition to "actively support the improvement of client companies' customer experience (CX) by expanding Alp's use cases across various industries." The all-in-one AI business solution 'Channel Talk', which brings together various features including the AI chatbot Alp, chat consultations, CRM marketing, team messenger, internet phone, and video calls, is currently actively used by approximately 200,000 companies in 22 countries worldwide, innovating their customer interactions. The Eastar Jet case will be another successful milestone marking the prelude to the global customer experience revolution brought by Channel Talk.