NAVER’s CLOVA CareCall Lets More Seniors Feel Connected
NAVER’s CLOVA CareCall Lets More Seniors Feel Connected
NAVER’s CLOVA CareCall Lets More Seniors Feel Connected
- Beyond simple check-ins, hyperscale AI-based call service with natural conversation capability can help take care of the emotional welfare of seniors who live alone
- Survey after the pilot service in Haeundae-gu, Busan, shows that senior call recipients are highly satisfied and felt consoled by AI call agents
- CLOVA CareCall to expand the service to more cities in collaboration with local governments, following Haeundae-gu (Busan), Seoul, Incheon and Daegu
2022-04-17
NAVER’s (KRW: 035420) CLOVA CareCall for seniors is expanding its service to more Korean metropolitan cities. Following a successful beta service in Haeundae-gu, Busan, the company has recently launched the conversational AI call agent in Seoul, Incheon and Daegu in collaboration with local governments.
CLOVA CareCall is based on HyperCLOVA — NAVER’s hyperscale AI model — which enables natural and contextual conversations that can lead to rapport building with call recipients. As HyperCLOVA studies vast amounts of data on NAVER platforms, it can generate a number of data sets to train the AI conversational model — significantly faster than manual input. In addition, NAVER’s voice recognition NEST (Neural End-to-end Speech Transcriber) engine provides accurate speech recognition for long, unstructured and complex sentences.
Once HyperCLOVA generates sets of hypothetical scenarios, those sets will go through personal inspection by examiners to be put into the CLOVA CareCall model. Then, the AI model can retrieve the most appropriate answer based on the context of the conversation, providing seniors with a natural, safe conversation experience. This process doesn’t collect any user data during conversations, preventing any privacy data leakage.
Based on the leading proprietary technologies, CLOVA CareCall can talk naturally like a friend or family member on various topics, providing more emotional comfort. For example, if a senior call recipient responds ‘Kimchi’ to an AI call agent’s question ‘What is your favorite food?’ the call service will follow up with a question ‘Do you make the Kimchi by yourself?’ Like a real person, the AI call service can chime in or react to the conversation. It also generates automated reports after the calls, allowing social service officials to follow-up with seniors who need special attention.
NAVER launched CLOVA CareCall in Korea — one of the most rapidly aging countries in the world — and is working with local governments to complement the welfare system. In an effort to enhance the quality of life of seniors who live alone, Haeundae-gu district office in Busan has been running a pilot on NAVER’s AI-powered call solution to minimize the societal welfare gap caused by a lack of on-site manpower.
Based on the pilot service in Busan that started in November 2021, seniors expressed high satisfaction with the new AI call service. According to the survey conducted in January 2022 for 99 senior members who experienced the service in Busan*, 94.9% of participating seniors indicated that they would like to continue talking to the service. More importantly, 95% of senior respondents commented that the AI call helped them feel safe from possible accidents. Nine out of 10 answered that they felt consolation after talking to CLOVA CareCall.
Since February, NAVER expanded CLOVA CareCall application to Daegu, Incheon and Seoul, three major cities in Korea. As senior care systems prove more efficient with the AI call service than officials calling seniors individually, more and more local governments are expected to collaborate with NAVER.
“We are glad to work with local governments to deploy CLOVA CareCall so that NAVER’s AI technology can help more seniors,” said Chung Seok-geun, head of NAVER CLOVA CIC (company-in-company). “We plan to further develop the technology based on actual feedback and knowledge from the field as we plan to expand the service to other cities in Korea.”
*From Jan. 3-7, 2022, 99 senior citizens in Haeundae-gu, Busan, answered the survey regarding their satisfaction with HyperCLOVA CareCall beta service.
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