CLOVA AiCall overview

Available in Classic and VPC

CLOVA AiCall provides a service that uses AI-based voice recognition, natural language processing (NLP), conversation models, and speech synthesis technologies to handle inbound and outbound call tasks previously performed by human agents through an AI Bot. You can quickly create customer response flows through the intuitive UI provided by the CLOVA AiCall builder and flexibly manage the expansion and reduction of Contact Centers based on the scale of customer response. In addition, you can quickly build a cloud-based Contact Center by linking the infrastructure of NAVER Cloud Platform and solutions from various telecommunications partners.

Key components

The components of CLOVA AiCall are as follows:

Component	Description
Contact Center	Refers to an individual Contact Center, and you can operate multiple Contact Centers under a single Ncloud account. Multiple Contact Centers can be set for each user. Contact Centers are independent of each other, and agents and channels constituting a specific Contact Center cannot be shared with other Contact Centers. Set the storage location for channels and call records for each Contact Center.
Agent	An AI Bot for customer response that allows setting a unique phone number and customer response flow. You can create multiple agents in a single Contact Center to configure different customer response flows for different situations. Connecting a phone number for each agent is required, and only 1 phone number can be connected to 1 agent. Connecting a scenario for each agent is required, and only 1 scenario can be connected to 1 agent. Multiple phone numbers can be connected to 1 agent.
Channel	Maximum number of concurrent calls in a Contact Center. Minimum number of channels limited by Contact Center service type (Inbound: 1/Outbound: 3). Channels can be added or deleted (contact Customer Support if channel expansion is needed).

AI-based response process

CLOVA AiCall is a service that effectively utilizes AI technologies such as voice recognition, chat, and speech synthesis to build a smart Contact Center at a low cost.
Voice received through the telephone network is converted into real-time text through a voice recognition engine, and the natural language processing (NLP) engine identifies user intent through the converted text to derive the optimal answer. This is synthesized into natural voice through the speech synthesis engine and delivered to the user.

Manage Contact Centers

By accessing the NAVER Cloud Platform console, you can easily, quickly, and conveniently build a Contact Center using the CLOVA AiCall service.
Contact Centers can be created as either inbound or outbound depending on the service type, and customer response domains and the number of service channels can be flexibly set according to the characteristics of each Contact Center.

Contact Center service types

Contact Centers provided by the CLOVA AiCall service offer the following service types:

Receives customer inquiry calls and automatically provides responses through the AI Callbot Agent.
Creates campaigns to automatically place calls to target customers, and delivers predefined messages to connected customers through the AI Callbot Agent.

Set Contact Center scale

When configuring a Contact Center through the CLOVA AiCall service, you must first set the scale of the service to be set-up. The minimum number of channels provided according to the service type is as follows:

Inbound: 1 channel
Outbound: 3 channels

After creating with the minimum number of channels when building a Contact Center, you can change the number of channels based on service usage. Note that when changing the number of channels, it takes 1 business day for the system to apply. Therefore, plan for setting the number of channels in advance according to the service scale and direction, and contact Customer Support if a large number of channel expansions are required.

Outbound collaboration solution

The CLOVA AiCall service offers collaborative solutions integrated with an external solution (Hanmac WizCampaign) only for customers who selected the outbound service type when creating a Contact Center.

Preliminary task for creating a Contact Center

To create a Contact Center using CLOVA AiCall, apply for the Object Storage and CLOVA Chatbot services in the NAVER Cloud Platform console and integrate them.

Subscribe to and integrate Object Storage services

Use the Object Storage service to save CLOVA AiCall call records. Call records are a critical component of Contact Center operations, and calls are automatically saved to the Object Storage configured when you subscribe to and integrate the Object Storage service. Create a bucket to save call records in Object Storage.

Note

Go to Object Storage guide
You can configure only 1 storage when setting up Object Storage.

Subscribe to and integrate the CLOVA Chatbot service

Use the CLOVA Chatbot service to create an AiCall type domain and complete the response scenario by writing the conversation flow to respond to customers in detail. The CLOVA Chatbot service offers various features, such as integrating customer information with backend systems to exchange information and update status values.

Subscribe to CLOVA Chatbot
Create an AiCall type domain
Write an AiCall scenario

Note

Go to CLOVA Chatbot guide