South KoreaRetail and e-commerce2024 – ongoingAsung Daiso
CenterFlow AI contact center
Kakao Enterprise reported a 97% phone response rate at Asung Daiso after its AI contact center deployment
Problem
Individual stores handled repetitive customer calls. Daiso consolidated telephone support so store employees could concentrate on running stores.
Approach
Daiso introduced Kakao Enterprise's subscription-based CenterFlow platform. Voice bots and an agent assistant used speech recognition and natural-language understanding. KakaoTalk messages provided written follow-ups to voice answers.
Results
Takeaway
The deployment combined centralized call handling with written follow-ups. The reported response rate did not specify the share handled entirely by AI.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Byline Network reported Kakao Enterprise's CenterFlow deployment at Daiso. The announcement gave a 97% phone response rate and 89.6% store-employee satisfaction.
Full details are in the original sources.