Lotte ON Launches Revamped AI Chatbot Service 'Charlotte'

Advanced AI Product Recommendation Service

Lotte ON announced on the 10th that it will newly upgrade and launch its artificial intelligence (AI) chatbot service, 'Charlotte'.

The existing AI chatbot service has been refined to meet the demands of customers and partner companies, and enhanced by additionally introducing generative AI to improve the accuracy of Q&A. The strategy is to assist both customers' shopping and partners' promotional activities simultaneously through inquiry response, event and benefit guidance, product review summarization, and product suggestions based on image recognition.

Lotte ON helps customers in their product selection process through the 'AI Review Recommendation' service using generative AI. By uploading an image of the desired product using Charlotte's camera function, the AI selects and suggests products with high similarity to the uploaded image. This service is currently applied and operated for fashion products, with plans to expand to other categories in the future.

It also provides information on additional benefits applicable to the products customers want. Through the 'More You Buy, More You Save' section, the AI guides customers on additional discount benefits such as buy-one-get-one and quantity-based discounts for products of interest, selecting and suggesting partner products as a shopping assistant. Additionally, it informs customers about major event details and schedules, and provides notifications on applicable discount benefits. This feature is expected to reduce the time customers spend worrying about which product offers the best benefits among numerous options, while simultaneously supporting partners' promotional activities.

Furthermore, a ‘witty conversation feature’ has been added to allow customers to enjoy the shopping process and stay longer on Lotte ON. All content, including order status, favorite products, and personalized product recommendations, is provided in a conversational tone to create a friendly atmosphere, along with emotionally engaging content as if a character is speaking. Fun elements such as nonsense quizzes are also introduced.

Yoon Go-woon, head of the Lotte ON Data Service PO team, said, "By introducing generative AI into ‘Charlotte’, we have upgraded the existing counselor role, personalized product recommendations, and streamlined the exploration process, transforming it into a smart shopping assistant. We will continue to strengthen ‘Charlotte’ to make Lotte ON a place where customers want to visit and stay longer.”

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