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The competition in the food service industry is fierce. Efficient operation is essential for survival in such an environment. Meticulous management is required across all aspects of store operations, from consumables management to responding to customer reviews. However, most restaurateurs repeat the cumbersome process of ordering from various suppliers and checking each delivery platform to respond to reviews.

Frankit (CEO Jung Sang-won) is a store operation platform created to solve these difficulties faced by restaurateurs. It provides various services needed in the food service industry on a single platform, from ordering consumables to managing reviews. Notably, the AI-based automatic review reply service launched in August 2025 implements natural customer responses based on Google's AI technology and AWS (Amazon Web Services) cloud technology. The press met with Jung Sang-won, CEO of Frankit, to hear about Frankit's story as it evolves into a total solution for the food service industry.

- Frankit's business area is unique. What motivated you to start such a company?

: I started the uniform business in 2017. Previously, whenever franchisees needed uniforms, the franchise headquarters would collect their opinions and place orders with suppliers. However, since uniform sizes varied and other items like hats and aprons were needed, the headquarters' workload was significant.

So, I thought it would be easier for both the headquarters and the franchisees if the franchisees purchased directly. This led to the launch of a franchise-exclusive uniform shopping mall. Later, there were requests to add various other products, including napkins, and the business gradually advanced through this process. Frankit was established as a corporation in 2022.

As the business expanded in this way, it ventured into the store operation solution field. Particularly, delivery food service owners had the challenge of responding to customer reviews to encourage reorders, which involved checking multiple platforms like Baemin, Coupang Eats, Yogiyo, and Naver. We addressed this difficulty by integrating the AI-based automatic response feature 'Reviewkit' into the Frankit platform.

- What features does the Frankit platform currently offer? Please explain its overall characteristics.

: Currently, Frankit is a store operation platform offering everything from ordering various consumables needed in the food service industry to managing reviews. While these two functions are central now, we plan to develop into a comprehensive store management solution by adding features like inventory management, sales/profit management, and franchise monitoring.

While it is mainly used by franchise companies now, the goal is to encompass the entire food service industry in the future. It is available to independent business owners as well. Frankit is very beneficial for small-scale food service businesses just starting to systemize.

In terms of ordering consumables, Frankit's feature is assisting from production to storage and shipment for products requiring branding, i.e., those needing printing. It operates a logistics warehouse in Namyangju and provides fulfillment services. It handles all consumables that can be printed, such as uniforms, napkins, paper cups, table setting sheets, utensil holders, and packaging boxes. It can be called a total solution for all consumables needed in the food service industry.


- The most notable feature of the Frankit platform is the AI-based automatic response feature 'Reviewkit.' What exactly is this service?

: Reviewkit is an AI-based automatic review reply service launched last August. It eliminates the hassle of checking and replying to reviews on each delivery platform. Within Frankit, it is integrated with major platforms like Baemin, Coupang Eats, Yogiyo, and Naver, allowing all reviews to be checked and managed in one place.

The main feature is that AI understands the review content and automatically provides appropriate responses. It is not just repetitive mechanical replies but understands the context of customer reviews and varies each response for natural interaction.

- Many other review management tools are also emerging. What differentiates Reviewkit?

: The biggest differentiation is that it goes beyond mere convenience improvement to have significance in securing big data for future business expansion. Review data can be used as a database for commerce.

By just looking at the photos in customer reviews, it is possible to understand the usage status of consumables and the market situation. This data can become big data for business development. It serves as a foundation for new evolution for both the store owner and Frankit. The importance of data is undeniable in the current market.

While other existing review tools focused solely on replying to reviews, we use this data to identify what consumables store owners need and utilize it as a business asset. It is a kind of market research.

- Please explain more about the application of AI technology. What makes it special?

: As mentioned earlier, other review tools often provide just repetitive replies. They would post standardized comments like "Thank you for visiting. We will strive harder. See you next time," which were mechanical comments not considering the customer's context.

However, Reviewkit features natural context understanding and response implementation based on Google's Gemini AI technology. AI understands the review content and provides appropriate responses. It varies each response, understanding the context of customer reviews, rather than providing repetitive replies.

For example, if a customer leaves a review saying, "I enjoyed the kimchi stew," it replies with a context-aware response like, "The kimchi stew you ordered is one of our popular dishes. Thank you for enjoying it." It provides a less mechanical feel and allows for natural interaction, making customers feel respected.


- Is it possible to respond to negative reviews or special situations?

: In typical situations, AI automatically responds, but in special situations requiring direct intervention by the store owner or manager, real-time notification messages are sent. This includes negative reviews or special requests.

If a review causing discomfort to a customer is posted, it is sent to the store owner's KakaoTalk in real-time. It notifies them with messages like "A negative review has been posted. You may need to monitor it directly," and assists in responding to malicious reviews.

Even if the automatic registration feature is enabled, comments on negative reviews are not automatically registered. It allows the store owner to check and respond directly. This method appropriately combines the convenience of AI with human judgment.

- How does Frankit provide its services? Is installation or use complicated?

: It is a cloud-based service that anyone can easily adopt and use as long as there is an internet connection. It supports both web and app. No special software installation is required, and the ordering function is available on both the web and app. The same applies to Reviewkit.

It applies AWS's verified cloud technology. It is a service completed through the technologies of Google and AWS. As long as there is internet access, it can be used anytime, anywhere, without any special setup process.

- There must have been many difficulties in operating a startup. How are you overcoming them?

: Like all startups, there are common challenges. Securing funds, attracting investment, and acquiring talent are representative. We are overcoming these by continuously applying for various support programs.

The support programs provided by the SBA Chang-dong Center have been a great help. Marketing support and workspace support have been particularly beneficial. Startups face difficulties in securing business space and bearing marketing costs in the early stages, so such support is crucial. It is recommendable to other startups as well.

- How many companies are currently using Frankit?

: Currently, about 100 franchise headquarters are using Frankit. Since the establishment of the corporation in 2022, it has been steadily growing, and there has been more interest, especially after the launch of Reviewkit last August. It is gradually expanding its customer base beyond franchises to include general restaurateurs.

- What are your future plans? In what direction do you plan to develop?

: Frankit has aimed to be a helper for restaurateurs from the beginning. In line with this purpose, we plan to continuously expand the support functions and targets.

Currently, we are focusing on consumable ordering and review response functions, but we plan to add various other functions. We are preparing many features and services, so please keep an eye on us. We will evolve into a true total solution encompassing the entire process of food service store operations.

Ultimately, the goal is to become an essential solution for all restaurateurs. Please pay attention to Frankit, which is evolving for restaurateurs.

ITDonga Reporter Kim Young-woo (pengo@itdonga.com)

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