Overview
Draft responses to customer inquiries in Korean honorifics. Generates drafts tailored to the tone and format of each channel, including email, KakaoChat, in-app messages, and official response letters. Complies with the principles of empathy first + clear solutions + AI transparency, in line with 2026 Korean CX trends.
Trigger Keywords
Response draft, reply writing, email reply, customer service, message draft, official response, CS reply, response template, inquiry response
Workflow
- Identify inquiry type: Integrate with the ticket-triage skill or analyze directly entered inquiry content
- Select channel: Email / KakaoChannel / In-app chat / Official letter / SNS DM
- Set tone:
- Formal: Official documents and legal responses, highest level of honorifics
- Standard: Email and help desk, polite business tone
- Friendly: Chat and SNS, soft customer-facing tone
- Generate draft: Write in the structure of empathy → situation confirmation → solution → next steps
- Quality check: Review honorific consistency, personal information masking, and negative expressions
Response Structure Principles
1. 공감 인사: "고객님, 불편을 드려 진심으로 죄송합니다."
2. 상황 확인: "말씀하신 [주문번호/문제]를 확인하였습니다."
3. 해결책: 구체적인 처리 방안 또는 타임라인 명시
4. 다음 단계: 고객이 해야 할 행동 또는 처리 완료 예정일
5. 마무리: 지속적인 지원 의사 표명
Channel-specific Tone Guide
| Channel | Tone | Length | Features |
|---|---|---|---|
| Polite and formal | 200-400자 | Include subject line, signature required | |
| KakaoChannel | Friendly and concise | 100-200자 | Optional emoji, quick response |
| In-app chat | Standard and prompt | 50-150자 | Emphasize real-time nature |
| Official letter | Formal and legal | 500자+ | Date, recipient, and sender required |
| SNS DM | Friendly and public | Within 100 characters | Consider public visibility |
2026 Korean CS Response Core Principles
- Prevent repeated explanations: 74% of customers express dissatisfaction when they have to repeat the same information to multiple agents. Reflect previous conversation context in the response
- 24-hour support: 74% of consumers expect 24-hour support. If immediate response is not possible, include a draft auto-acknowledgment message
- AI transparency: When indicating that a response is AI-generated, it is recommended to include an explanation of the basis (95% of customers require this)
- Emotion first: Feelconomy trend — empathy before solutions determines customer satisfaction
Deliverables
- Channel-specific tailored response drafts (Korean honorifics)
- Alternative tone versions (3 types: formal/standard/friendly)
- Follow-up Notice
- Automatic Receipt Confirmation Message (for Immediate Response)
Notes
- Politeness Level: Must use the "합니다/습니다" style. The "해요" style is optionally allowed only for chat channels
- Avoid Negative Expressions: Instead of "안 됩니다", "불가능합니다", use the format "처리해 드릴 수 있는 방법은..."
- Caution with Promises: When the exact processing deadline is unconfirmed, use range expressions such as "within 3-5 business days"
- Personal Information: Do not directly include the customer's resident registration number, card number, or account number in the response
Problem Resolution
| Situation | Resolution Method |
|---|---|
| Unable to Access Original Ticket | If you summarize the inquiry and enter it, a draft tailored to it will be created |
| Insufficient Customer Information | Write using the generic form of address "고객님", and it can be customized later |
| Internal Response Guidelines Exist | If you provide the core principles of the guidelines, adjustments will be made accordingly |
| Inquiries with Potential for Legal Dispute | Write in a cautious tone including legal precautions, and review by the legal team is recommended |
Related Skills (Post-processing Chain)
After drafting the response, finish with the following chain:
draft-response → moai-core:ai-slop-reviewer → moai-content:humanize-korean
moai-core:ai-slop-reviewer— Review and revise AI-sounding expressions, excessive modifiers, and mechanical sentence patternsmoai-content:humanize-korean— Polish for natural Korean honorifics and a human-like tone
Channel-specific tone standards and list of prohibited expressions: references/tone-guide.md
When Not to Use This Skill
- Ticket Classification and Priority Determination → The moai-support:ticket-triage skill is more appropriate
- Escalation Handling → Use the moai-support:escalation-manager skill
- Knowledge Base Document Creation → Use the moai-support:kb-article skill
- Formal Legal Response (Litigation/Dispute-related) → Use the moai-legal skill and legal team review