Lotte Expands AI Integration from Office Tasks to Physical Operations

Lotte Group Chairman Shin Dong-bin recently emphasized that "artificial intelligence (AI) is a survival challenge for businesses," as the company broadens its use of AI to include on-site operations. Previously focused on enhancing productivity through office tasks like document preparation and meeting minutes, Lotte is now integrating 'physical AI' to work alongside humans in retail, logistics, and hotel sectors.

According to industry sources, a humanoid robot named 'Roi' is currently performing store manager duties on the first floor of Lotte Innovate's headquarters in Seoul. Roi moves around the store, providing customers with verbal directions to product locations. Although it is still in the proof of concept (PoC) stage and not permanently stationed in the store, Lotte Innovate is refining the robot's operational capabilities by alternating between the lab and actual retail environments.
 

Lotte is focusing on the potential for AI to evolve from a tool that assists employees to an active participant in operations. The group has previously implemented an internal AI platform to streamline office tasks such as document review, automatic meeting minutes, and summarizing key issues. Recently, however, it has accelerated efforts to combine this technology with mobile robotics for on-site applications.

Roi was also deployed during the 'Lotte World Tower Sky Run' event held in April. This vertical marathon challenges participants to climb 2,917 steps to the 123rd floor of the Lotte World Tower. During the event, Roi tested its capabilities by climbing some of the stairs, demonstrating the potential for physical AI in real-world applications. Lotte plans to expand the range of tasks that humanoid robots can perform in business settings based on these practical experiences.

The logistics sector is identified as a primary area for application. Lotte Global Logistics is conducting proof-of-concept trials for bipedal AI humanoid robots in collaboration with robotics firm Roboros and universities including Kwangwoon, Kyunghee, and Sogang. In the future, robots are expected to handle tasks such as packing products into boxes and moving heavy items, which could reduce labor burdens and enhance logistics efficiency.

In the retail sector, Lotte is utilizing AI for data analysis and store operation optimization. Lotte Shopping has partnered with global data analytics firm Strategy to implement business intelligence (BI) agents, reducing the time required for customer analysis by 70%. Additionally, Seven-Eleven is integrating an 'AI Sales Forecasting Mobile System' to quickly assess market conditions for potential new store locations, using AI to refine its site selection strategy for higher profitability.

In the hotel service sector, Lotte Hotel & Resort is also pursuing the use of robots. The company is participating in a government-led project to develop humanoid robot technology optimized for hotel environments. Initially, robots will be deployed for tasks that do not involve direct customer interaction, such as room maintenance and supply transport. Once operational data is accumulated and the technology proves stable and efficient, the scope will expand to include concierge and check-in services. Given that the hotel industry heavily relies on human staff, the introduction of robots is expected to improve workforce allocation efficiency.

Meanwhile, Lotte plans to introduce external generative AI next month. Previously limited to internal networks for security reasons, the integration of external generative AI is expected to broaden the scope of AI utilization for employees. A representative from Lotte Innovate stated, "While our app (iMember) already includes the latest commercial models like ChatGPT, this initiative aims to encourage the use of external AI at the group level," adding that it will enable more direct and diverse applications than before.