Lotte Card Introduces 'Digital ARS'... "Consultation by Viewing Screen Without Waiting"

Smartphone-Only Service for Consultations While Viewing the Screen Directly

[Asia Economy Reporter Ki Ha-young] Lotte Card announced on the 24th that it has introduced a 'Digital ARS' that allows easy and fast consultation by directly viewing the screen without unnecessary waiting.

The Digital ARS is a smartphone-only service that automatically connects customers who call the Lotte Card customer center to the Lotte Card Digital ARS page linked to the homepage. Unlike the existing voice ARS, customers can solve the consultation tasks they want by looking at the screen themselves without having to wait while listening to all voice guidance or phone connection.

Lotte Card organized the screen mainly around frequently asked tasks through big data analysis of customer consultation patterns. In particular, nine major tasks such as immediate payment, usage history inquiry, and limit inquiry, which account for more than 50% of all consultation tasks, were placed at the center of the main screen.

In addition, accessibility was improved by simplifying the authentication process. For Lotte Card members, Digital ARS can be used immediately by entering only the 4-digit card password after confirming their name. Also, services such as customer information changes and card issuance, which were impossible to process without connecting to a consultant in the existing ARS, can be handled 24 hours a day, 365 days a year.

A Lotte Card official said, "With the introduction of Digital ARS, customers can receive faster consultations and task processing," adding, "This is expected to contribute to the overall improvement of consultation quality by reducing call volume and consultation time at the customer center."