Lotte Duty Free has introduced a service that allows customers to input their desired product conditions in sentences, even if they do not know the exact product name, with the help of artificial intelligence (AI).
On October 1, Lotte Duty Free announced the launch of its 'AI Product Search' service for members of its mobile application.
Customers can enter descriptions like 'a light perfume suitable for summer vacation' or 'a good cosmetic gift for parents in the 100,000 won range,' and the AI analyzes various conditions such as price, purpose, and preferences to recommend related products.
Unlike traditional keyword searches, this feature allows customers to find products by explaining their purchasing intent or situation, even if they do not know the exact product name.
Lotte Duty Free is also applying AI to the purchasing process after the search. This includes 'AI Product Recommendations,' which show products with a high likelihood of interest based on customer behavior data, 'AI Product Information Summary,' which organizes key features of products, and 'AI Review Summary,' which condenses buyer evaluations.
In July, Lotte Duty Free became the first in the domestic duty-free industry to launch a shopping service integrated with ChatGPT. This allows users to search for products, view bestsellers and special offers, and receive personalized recommendations directly through ChatGPT without accessing the Lotte Duty Free app or website. Recommended products link to the Lotte Duty Free purchase page.
At that time, Lotte Duty Free described the ChatGPT integration service as part of Lotte Group's artificial intelligence transformation (AX) strategy. With the addition of this natural language search, the scope of AI utilization at customer touchpoints has expanded from external generative AI channels to the internal product exploration process within its mobile app.
Lotte Duty Free plans to enhance its AI services for customers while also expanding AI use in internal operations. The goal is to connect the entire shopping process—from search to recommendations, product information, and reviews, as well as external generative AI channels—through AI.
Kim Yu-yeon, head of e-commerce at Lotte Duty Free, stated, “The role of AI is not to do all the shopping for customers but to enhance the convenience of the process of finding, comparing, and selecting products. We will continue to integrate AI throughout the entire duty-free shopping experience, making it easier and more convenient for customers to discover products that suit them.”
* This article has been translated by AI.
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