"Smarter Than Ever"... CJ Logistics Operates 'AI Chatbot 2.0'

[Asia Economy Reporter Yoo Hyun-seok] CJ Logistics announced on the 14th that it has officially launched the operation of the courier service ‘AI Chatbot 2.0,’ which applies more advanced artificial intelligence (AI) technology to enhance customer service quality.

As non-face-to-face interactions have become routine due to COVID-19, the proportion of customers using chatbot services has been increasing every year. In fact, the percentage of customers using chatbots among all inquiries has more than doubled, from about 10.5% in 2019 to 22% recently.

In response to these changes, CJ Logistics strengthened the AI learning capabilities of the chatbot and improved the UI (user interface) and UX (user experience) to enable users to use it quickly and conveniently.

First, to accurately handle customer inquiries, the AI functionality was significantly improved. The existing chatbot operated with simple natural language processing and rule- and sentence-matching methods, which sometimes resulted in irrelevant answers due to incorrect intent recognition. It could not understand questions if there were spelling mistakes or complex sentences.

However, with this upgrade, the ‘sentence meaning analysis function’ has been enhanced, and the chatbot’s ability to understand queries has improved, enabling it to provide precise answers that customers want. Along with this, the ‘system data training function’ allows the chatbot to relearn and correct cases where it failed to answer or gave incorrect answers, ensuring highly accurate responses.

Additionally, to increase user convenience, the design was renewed to be more intuitive, and features such as ‘quick menu’ and ‘auto-completion’ were introduced. Based on data analyzing the most frequently asked questions by customers through the chatbot, a ‘quick menu’ consisting of six items?▲delivery schedule ▲pickup schedule ▲return reservation ▲personal reservation ▲address change ▲contact search?was added to help users quickly find the information they need. An auto-completion feature was also added to allow questions to be automatically completed with similar word inputs, making it easier for customers to search for desired information.

A CJ Logistics official said, “This upgrade focused on improving AI functions to provide customers with faster and more accurate answers,” and added, “We will continue to advance the system to offer services that meet various customer needs.”

Meanwhile, the CJ Logistics chatbot, the first of its kind introduced in the courier industry, is available 24/7, 365 days a year, anytime and anywhere. It operates as an in-app feature within the ‘CJ Logistics Courier App.’ Based on learning AI technology, it enables one-stop handling of courier-related tasks, from customer inquiries to courier reservations and return processing.

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