Weverse has applied Google Cloud's conversational AI technology to its customer support system to respond to the increasing number of inquiries from global fans. The goal is to reduce the workload of customer support operations by automatically classifying and responding to inquiries related to ticket reservations, merchandise purchases, and the use of platform functions.

Google Cloud announced on May 6 that Weverse Company had adopted its conversational AI technology to build a fan support system. Utilizing Google Cloud's machine learning and natural language processing technologies, Weverse established a system to respond to inquiries in various languages 24 hours a day.

This system was built based on Google Cloud's CX Agent Studio. It operates by having AI analyze user inquiries and provide responses based on major types, such as ticket reservations, merchandise purchases, and platform functions.

Weverse introduced an automation system considering the platform's characteristics, where traffic and inquiries increase during global artist activities or events. The explanation is that there were limitations to responding to inquiries made simultaneously by users from different time zones and language regions using only the existing human-centered customer support method.

The collaboration between the two companies has also extended to the realm of data infrastructure. Weverse previously migrated its data analytics platform to Google Cloud BigQuery to handle the traffic generated during major artist events. This AI customer support system is an example of expanding the scope of customer inquiry processing on top of that cloud-based operating environment.

Weverse announced that it has processed customer inquiries from 245 countries and regions since the system was introduced last March. Based on this, the company plans to double processing efficiency within the year and expand the scope of customer support by utilizing AI technology in the future.