CLOVA CareCall Introduces Task-Oriented Dialogues to Provide Customized Care Based on Hyperscale AI
CLOVA CareCall Introduces Task-Oriented Dialogues to Provide Customized Care Based on Hyperscale AI
CLOVA CareCall Introduces Task-Oriented Dialogues to Provide Customized Care Based on Hyperscale AI
- Starting with weather-related disasters, NAVER will expand the conversation topics including local welfare benefits with local governments- HyperCLOVA-powered free conversation technology combined with Task-Oriented Dialogue technology maintains a natural flow of conversation
- Active communication with local governments to enhance the service and improve work efficiency in local government bodies
January 9, 2023
NAVER introduced a Task-Oriented Dialogue feature to CLOVA CareCall, a conversational AI call agent system for elderly people living alone. This new feature will utilize the emergency alert messages sent by local governments to assess damage in the households of elderly people to provide safety instructions and guidance. CLOVA CareCall started delivering the new feature with weather-related disasters and will expand the scope of Task-Oriented Dialogue topics in the future to cover various types of disasters and care notices.
During a call with CLOVA CareCall, if an emergency alert message is triggered by weather-related disasters, such as cold waves, heat waves, heavy snow, or heavy rain, the system will incorporate Task-Oriented Dialogue reflecting the weather condition.
HyperCLOVA-powered free conversation technology combined with Task-Oriented Dialogue technology maintains a natural flow of conversation with satisfying Task-Oriented Dialogues
CLOVA CareCall uses the “Task-Oriented Open Domain Dialogue” technology developed by NAVER for a more natural Task-Oriented Dialogue that leads to improved user satisfaction and engagement. This new technology combines Open Domain Dialogue (ODD) and Task-Oriented Dialogue (TOD) based on HyperCLOVA, NAVER’s hyperscale AI model, leading to Task-Oriented Dialogues that engage in specific tasks such as providing users with disaster announcements, safety instructions, and damage assessment while maintaining the natural flow of conversation.
During a typical daily conversation, the AI might ask, “What are your plans for the rest of the day?” When the user responds, “I’m going to stay at home because it’s cold outside,” the AI will naturally lead to a Task-Oriented Dialogue on relevant notice and guidance by saying, “Yeah, I heard that there is a cold wave warning today. Dress warmly and make sure that the water pipes don’t freeze.” Meanwhile, when a special weather report is issued because of a disaster, the AI will take on a Task-Oriented Dialogue in the aftermath of a disaster to make sure that the user is OK by saying, “It’s so cold these days with the cold wave. Are you feeling OK?” or “There was a typhoon warning today. Is everything OK with you?”
It is important for AI-based conversations to be natural because they can encourage active participation for the user, leading to a more effective care service. CLOVA CareCall used hyperscale AI technology in the AI call service for the first time in Korea, and it received positive feedback from elderly users. In addition, the “remember” function introduced last August stores past conversations with the user to utilize them in future exchanges, providing a more personalized conversation experience. This function has an accuracy of about 97%, and after its introduction, it was observed that users engaged more openly about their health and other concerns during their conversations with CLOVA CareCall.
Improved work efficiency for local government bodies; plans to expand Task-Oriented Dialogue topics in the future to include various care notices
With CLOVA CareCall, it is expected that the work efficiency of local governments and related organizations responsible for aiding elderly people living alone will improve as well. In addition to the daily monitoring of food and rest, it is necessary to assess the damage and provide proper guidance in case of weather-related disasters, and CLOVA CareCall’s Task-Oriented Dialogues can serve this purpose.
CLOVA CareCall will continue to actively communicate with local governments to expand the care conversations to include medication guides and notification of welfare benefits. Chug Suk-geun, CSO of NAVER Cloud, said, “With CLOVA CareCall’s excellent free conversation technology, the Task-Oriented Dialogue feature was added for local governments to provide more effective care to the vulnerable groups. CLOVA CareCall will become a more proficient ‘AI social worker’ with the expansion of conversation topics to include various care notices.”
CLOVA CareCall currently provides AI call services in several areas of Korea, including Seoul, Gyeonggi, Incheon, Busan, and Gwangju, in collaboration with around 40 local government bodies. Furthermore, It plans to enhance its services by collaborating with other companies in the elderly care industry, such as Daekyo and Caring.
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