EDIYA COFFEE said on the 15th that it introduced an artificial intelligence (AI) chatbot service. It aims to strengthen customer-centric management by building a real-time customer support system operating 24 hours a day, 365 days a year.
The customer support service that combines a "button-type chatbot" with a Generative AI-based "AI agent" is being used on the official EDIYA COFFEE website and the Ediya Members application (app). Through this, it automated customer inquiries and improved consultation efficiency. According to EDIYA COFFEE, about 60% of all customer inquiries are being resolved independently through the chatbot service.
EDIYA COFFEE said that, through the intuitive button-type menu, customers can quickly check key information, and the AI agent understands the context of customer questions to provide more flexible and accurate answers. In particular, even if an inquiry is difficult to resolve with AI, it is connected to a professional agent while maintaining the existing conversation flow, reducing the inconvenience of customers having to repeat the same information.
EDIYA COFFEE plans to systematically analyze voice of customer (VOC) through the introduction of the AI chatbot and use it to improve services and marketing. An EDIYA COFFEE official said, "We have built a smart customer support system that raises both customer satisfaction and consultation quality," and added, "We will continue to practice consumer-centric management."