GS25, AI Chatbot Genie from Store Employee Training to Customer Safety

An employee is using Chatbot Genie at the GS25 convenience store.

[Asia Economy Reporter Lim Chun-han] GS25 announced on the 24th that since introducing the interactive artificial intelligence (AI) ‘Chatbot Genie’ in 2018, it has been conducting work training and support activities for 43,000 store employees as of March this year.

Chatbot Genie is an AI conversational work support system available through KakaoTalk Plus Friend. When store employees have questions about service products such as Half-Price Delivery and Wine25Plus, they can ask related questions through the chat window and receive real-time answers to resolve issues. Its main functions include ▲support for training new employees ▲guidance on the latest service products ▲emergency notice alarm functions, among others.

In observance of the ‘Cybercrime Prevention Day’ (April 2), designated by the National Police Agency, Chatbot Genie will conduct voice phishing prevention education as the main theme throughout April. The education will cover cases such as abnormal sales of convenience store cash and game vouchers sold at convenience stores, and purchases by unusual age groups to help prevent voice phishing.

Going forward, Chatbot Genie plans to continuously improve by building a database of frequently asked questions and enhancing matching for inquiries, supporting the production of additional video manuals, and improving communication channels between headquarters and stores to address customer inconveniences and increase store operation productivity.

A GS25 official stated, “By introducing the AI-based Chatbot Genie, we support quick responses to customers at stores, which has continuously increased store owner satisfaction,” and added, “We will strive to provide various services without inconvenience in using GS25 through continuous big data analysis and diverse predictive data.”

This content was produced with the assistance of AI translation services.