Naver on the 22nd released an "AI case study report" that says it is helping small and medium-sized enterprises (SMEs) grow their businesses through its AI technology. The report presents the results of Naver's "on-service AI" strategy and analyzes cases in which small and medium-sized enterprises used AI to improve operational efficiency and enhance customer experience.
According to the report, Naver provides a "review management solution" for business owners who run offline stores to help them respond to reputation risks. The AI analyzes the content of customer reviews to filter negative feedback and suggests natural draft replies so that business owners can respond quickly. This allowed owners to significantly cut response time to reviews, and business owner satisfaction reached 97%.
In addition, through the "TalkTalk AI FAQ" function, repeated customer questions were handled automatically, and accurate answers based on product data reduced consultation delays and helped prevent customer churn. The system enabled 24-hour consultation, securing time for small business owners to focus on marketing and product management.
The AI product recommendation feature contributed to boosting conversion rates by suggesting related products on Naver Shopping. Through the "wishlist" and "shopping cart" features, customers were naturally guided to explore other products, expanding exposure opportunities for sellers. The report also presented cases in which this raised conversion rates.
Naver plans to expand AI features across various industries and further advance customer-tailored solutions. Emphasizing that AI is providing practical help to small and medium-sized enterprises, the company said it will continue to develop the technology.