Using car-sharing services has often required users to navigate maps and manually select rental locations to find their desired vehicle. However, Lotte Rental's subsidiary, Green Car, has transformed this process with its car-sharing service, 'Lotte Rental G Car.' With the 'G Car AI Reservation' feature, customers can simply state their desired vehicle or purpose, and the system will recommend and facilitate the booking of suitable options.
In a recent interview, managers Seo Ji-yu and Choi Seung-pyo, who developed the service, emphasized that from the development stage, their focus was not on creating an AI service but rather a 'more convenient reservation service.' They noted, 'AI is merely the underlying technology to make the reservation process easier.'
The AX team, responsible for service development and validation, has consistently highlighted the importance of providing 'an easier vehicle reservation experience' rather than just 'an experience using AI.' Manager Seo stated, 'The moment customers feel they have 'experienced technology' is when the planning has failed. The experience customers should take away is simply that they rented a car more easily and quickly.'
They view the car-sharing model as akin to explaining desired products to staff in a physical rental location and receiving recommendations. Just as customers can describe their needs to staff, the app allows users to articulate their preferences in natural language without having to manipulate search criteria on the screen.
Manager Choi recalled, 'Customers often have clear requests, such as needing a hybrid car or wanting to try the latest BMW Mini, but translating these into screen commands has been the customer's burden. The starting point of our planning was to bring the experience of simply stating who would use the car and for what purpose into the app.'
One of the most challenging tasks has been reducing 'hallucination' in AI responses. Manager Seo explained, 'We have established a system to verify AI-generated answers, tracking the ways and types of incorrect responses to improve answer quality. The AI verifies the accuracy of its responses and analyzes the types and patterns of errors to enhance quality.'
G Car plans to enhance its personalized services through AI development. In the long term, the goal is to evolve into a service that suggests necessary vehicles based on users' typical patterns without requiring them to explain their needs each time. Manager Choi stated, 'Ultimately, our aim is to transition from a 'car rental service' to a service that designs mobility for users. The G Car AI reservation is the first step in that direction.'
* This article has been translated by AI.
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