In 2024, with the advancement of chatbot technology, the adoption of chatbots is accelerating across various industries. According to market research firm Mordor Intelligence, the global chatbot market is expected to record an annual growth rate of over 30% from 2021 to 2030. Additionally, a report by Global Market Insights forecasts that the chatbot market size will reach a staggering $190 billion by 2030. This indicates that chatbots will establish themselves as a core technology driving innovation across the entire business landscape, beyond being just a trend.
However, the success of chatbot adoption depends on a deep understanding of the characteristics and needs of each industry. This is why industry-specific tailored strategies, rather than uniform solutions, are necessary. In various sectors such as distribution, healthcare, public institutions, universities, aviation, and transportation, chatbots can provide differentiated value.
- Kakao-based Commerce Chatbots Leading Distribution Innovation
In the distribution industry, innovation in customer experience through chatbots is gaining attention. In particular, KakaoTalk-based home shopping order chatbots have become essential solutions. Major home shopping companies like CJ OnStyle and Gongyoung Home Shopping have successfully launched KakaoTalk order chatbots in collaboration with Makebot Co., Ltd. By enabling convenient product search, ordering, and delivery tracking through chatbots, customer convenience has greatly improved. At the same time, positive effects have been achieved operationally, such as reducing the workload of customer service representatives and streamlining order processing. These achievements are possible thanks to Makebot’s stable chatbot technology and commerce-specialized know-how.
- The Role of Healthcare Chatbots Shining Amid Recent Medical Crises
The importance of chatbots is also strongly highlighted in the healthcare sector. Especially with the increasing demand for medical services and the expansion of non-face-to-face consultations, chatbot-based digital healthcare solutions are gaining popularity. By utilizing chatbots for appointment scheduling, symptom checking, and health consultations, accessibility and convenience of medical services can be enhanced.
Even amid recent medical crises in South Korea, Makebot’s chatbots have demonstrated remarkable performance. In situations of overburdened medical staff due to shortages, automated responses and consultations through chatbots have significantly alleviated the workload in medical settings. Furthermore, stable handling of civil complaints and rapid information delivery have greatly improved patient satisfaction. This case shows that Makebot’s healthcare-specialized chatbot solutions contribute not only to convenience but also to the actual improvement of medical service quality.
Makebot Co., Ltd. began building chatbots for Gangnam Severance Hospital and is currently preparing to launch major healthcare chatbots in South Korea in collaboration with Soonchunhyang University Hospital, Seoul National University Hospital, and others. Moreover, Makebot’s healthcare-specialized solutions are being utilized in hundreds of primary, secondary, and tertiary hospitals nationwide. These achievements are possible due to years of accumulated expertise in the medical domain and integration technologies with hospital systems such as EMR and OCS. Despite the high technical barriers making entry into the healthcare chatbot market difficult, Makebot is recognized for its unique competitiveness.
- Public Enterprise Chatbots Built One After Another, Driving 24/7 Public Service Innovation
Recently, chatbot use is rapidly expanding in the public sector as well. Makebot has solidified its position in the public domain by successfully building chatbots for numerous public enterprises such as Seoul Housing & Communities Corporation, Gyeonggi Housing & Communities Corporation, Korea Tourism Organization, Korea Real Estate Board, and Korea Industrial Complex Corporation. By actively utilizing chatbots for 24-hour inquiry responses, civil complaint guidance, and certificate issuance, both operational efficiency and public convenience are being enhanced simultaneously.
- Edutech Chatbots Active from University Admission to Academic Affairs
In the university sector, chatbots are driving innovation in various areas. Chatbots are used throughout student services, including admission counseling, academic guidance, and certificate issuance, contributing to improved operational efficiency and student convenience.
Makebot has established its presence in the edutech field by building chatbots for dozens of universities such as Yonsei University, Hanyang University, Busan University of Foreign Studies, and Cheongju University. Particularly, universities face frequent changes in academic policies each semester and require student support services from various departments like the Academic Affairs Office, Student Affairs Office, and Career Support Center, making the introduction of generative AI technology urgent. Makebot is enhancing chatbot performance using highly accurate RAG (Retrieval-Augmented Generation) technology and optimizing it to effectively provide vast academic information. Going forward, Makebot’s solutions are expected to accelerate chatbot utilization within universities and lead edutech innovation.
- Standing Out in Aviation and Transportation, Leading Customer Service Innovation
In the aviation and transportation sectors, chatbots have also established themselves as key tools for customer service innovation. Korean Air, in collaboration with Makebot, introduced the industry’s first multi-platform customer center chatbot covering KakaoTalk, web, and mobile apps. By providing 24-hour support for various inquiries such as flight reservations and baggage questions in Korean, English, and Japanese, the convenience for global customers has greatly improved. Korean Air’s chatbot, based on excellent natural language understanding (NLU) technology, delivers accurate and prompt responses, receiving high praise and satisfaction from domestic and international users.
Korea Airports Corporation also adopted Makebot’s chatbot solution to provide the KakaoTalk-based “Ask Security” service. This chatbot, specialized in resolving passenger inquiries such as prohibited items on board, enjoys high popularity with hundreds of thousands of monthly users. Recognizing the high potential of chatbots based on the familiar KakaoTalk platform, Korea Airports Corporation and Makebot launched “Ask Security” in 2021.
In the transportation sector, the case of T-money is also noteworthy. T-money offers KakaoTalk-based transportation card recharge services through Makebot’s chatbot solution. This service has also secured mass popularity with hundreds of thousands of monthly users, marking its significance.
Beyond these, in the education industry, chatbots are widely used for personalized learning support, and in the financial sector, for 24-hour consultations and personalized asset management services, driving customer experience innovation.
Amid these chatbot utilization trends, Makebot Co., Ltd., a specialized AI chatbot company, is gaining attention. This is because Makebot collaborates with clients across diverse industries to present creative chatbot solutions.
Makebot, which holds specialized chatbot solutions and clients in major domestic industries, has launched "BotGrade," a solution that upgrades existing chatbots with generative AI technology, embarking on enhancing chatbot performance through generative AI for its clients. BotGrade is a solution that can improve the performance of existing chatbots with generative AI not only for Makebot’s current clients but also for those using other solutions.
Kim Ji-woong, CEO of Makebot Co., Ltd., emphasized, "A chatbot strategy tailored to the characteristics of each industry is paramount," adding, "We must focus not only on automating existing services but also on the new value that only chatbots can create." He continued, "Based on advanced technology and experience refined across various industries, Makebot is dramatically enhancing chatbot intelligence and personalization using generative AI," and predicted, "Generative AI will be a game changer in each industry."
With chatbots already established as essential solutions in various industries, the era of upgrades driven by generative AI is approaching. Generative AI is expected to become a new driving force for innovation in each industry. What matters is utilizing chatbots in ways that align with the intrinsic values of each industry. Only companies that redefine the role of chatbots from the perspective of business innovation, not just technology itself, and seek creative solutions will be able to seize new growth opportunities.
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