Scope and Expected Benefits of CMS (Customer Management System)

• Category
• Basic Information Management
• Order Management
• Inbound and Outbound Management
• Customer Service / Settlement Management

• Corresponding Channels

• Shopping Mall / Website Inquiry Board

  Email Inquiry

  Order Claims (Exchange, Return) Request

  KakaoTalk Inquiry Response

• CTI* (Customer Information Confirmation for Incoming Calls)

  IVR* (Interactive Voice Response)

  Recording System

  KakaoTalk Inquiry Collection

  Chatbot Response

• News, BBS Collection

  Facebook, Blog Collection

• Claim Situation Panel

  Response System for Agents

  Mobile-based Response System

• Main Functions

• Collection of Inquiry Posts, Recommending Answers

  Email Integrated Management, Recommending Answers

  Collection and Integrated Management of Order Claims

• Systematic Response to Phone Inquiries

  KakaoTalk Inquiry Response, History Management

  Simple Inquiry Chatbot Response (Automatic Answer)

• Internet-based Company/Product Information Collection

  Trend Issues, Sentiment Analysis

  Reporting through Text Mining

• Real-time Monitoring of Claim Status

  Response History Management

  AI-based Optimal Answer Self-learning

  Joint Response to Important Customer Queries

• Securing Optimal Response Infrastructure
  Based on Customer Inquiry Importance
  Case-based Process Establishment
  From Immediate Response to Collaborative Response with Customer Companies
• Ensuring System Recommended Answer Accuracy and Efficiency
  Based on AI and Ontology-based Latest Technologies
  Fast and Accurate Customer Response Environment
• Anytime, Anywhere Customer Response
  Inquiry/claim trend monitoring and preemptive response
• Extracting Customer Inquiry / Claim Data-based Customer Opinion Analysis Reports
  Inquiry/claim trend monitoring and preemptive response