Overview

Available in Classic and VPC

CLOVA AiCall overview

CLOVA AiCall serves to handle inbound/outbound call tasks performed by existing human agents through AI Bot by using voice recognition, natural language processing and conversation models, and speech synthesis with AI. CLOVA AiCall builder's intuitive UI allows you to quickly generate customer service flows and flexibly manage the scaling of Contact Center, depending on the scale of customer response. It also allows you to link NAVER Cloud Platform's infrastructure and solutions from various telecom partners to quickly build a cloud-based Contact Center.

Key components

Components of CLOVA AiCall are as follows.

AI-based service process

CLOVA AiCall is a service that allows you to establish smart AI Contact Centers at a low cost since our AI technology, such as speech recognition, chat, and speech synthesis, are effectively utilized.
The voice speaking on the telephone network is converted into text in real time through the voice recognition engine. By using the converted text, the natural language-based engine identifies the user's intent and produces the optimal answer. Then, it is synthesized into natural voice through a voice synthesis engine and passed on to the user.

Manage Contact Centers

Once you connect to the NAVER Cloud Platform console, you can easily and quickly build the Contact Center with the CLOVA AiCall service.
You can create Contact Centers, classified as Inbound or Outbound, depending on the service type. You can also flexibly set the customer service domains and the number of service channels, depending on the characteristics of each Contact Center.

Contact Center service type

Contact Center provided by the CLOVA AiCall service provides the following service types.

• Inbound: AI Callbot Agent automatically serves to customer inquiries
• Outbound: AI Callbot Agent creates a campaign to automatically call the target customer, then provides specified guidance to the connected customer

Scale of Contact Center

If you configure the Contact Center through CLOVA AiCall service, then you need to set the scale of the service you want to build first. The minimum number of channels provided according to the service type is as follows.

• Inbound: 1 channel
• Outbound: 3 channels

When building Contact Centers, you can create a minimum number of channels, then change the number of channels according to service usage. However, when changing the number of channels, it takes one business day to apply to the system. So please establish a plan for setting the number of channels in advance, depending on the scale and direction of your service. If you need to increase the number of channels in bulk, please contact Support.

Outbound collaboration solutions

The CLOVA AiCall service only provides collaboration solutions linked to external solutions (Hanmac WizCampaign) for customers who select Outbound service type when creating Contact Center.

Preparation for Contact Center creation

If you want to create Contact Center with CLOVA AiCall, then please request the Object Storage and CLOVA Chatbot services in the NAVER Cloud Platform console and link them.

Request and link Object Storage service

Save the CLOVA AiCall call records with Object Storage service. Call records are an important part of the Contact Center operation, and calls are automatically saved with the Object Storage set when requesting and linking Object Storage service. Create a bucket to save call records in Object Storage.

Request and link CLOVA Chatbot service

Create an AiCall-type domain with the CLOVA Chatbot service, and complete the service scenario by writing a detailed conversation flow to serve the customer. The CLOVA Chatbot service provides a variety of features, such as exchanging information with the back-end system and updating status values.

• Request CLOVA Chatbot subscription
• Create AiCall-type domains
• Write AiCall scenarios