Lotte Card Introduces AI Voicebot at Customer Service Center

First AI Technology Applied to Customer Service Center... Reduced Consultation Time

Lotte Card announced on July 30 that it has introduced an artificial intelligence (AI)-based voicebot at its customer service center.

The AI voicebot is a solution that can understand and respond to customer inquiries in real time, based on natural language processing (NLP) technology and voice recognition technology.

The AI voicebot handles customer inquiries through interactive conversations without the need to wait. This is expected to reduce customer wait times and alleviate the workload of customer service representatives.

The AI voicebot is used for inquiries about payment amounts and immediate withdrawals, transaction history inquiries and delivery, card usage limit inquiries and limit increase requests, card reissuance, loss reports, and card activation.

Lotte Card plans to improve the accuracy of the voicebot and expand the types of inquiries it can handle through continuous machine learning-based training.

A Lotte Card representative stated, "We will increase customer satisfaction by establishing a hybrid consultation system in which AI handles frequently asked simple inquiries, while more complex consultations are managed by professional consultants."

Meanwhile, Lotte Card was the first domestic card company to introduce a customer service center cloud system based on the Naver Cloud Platform in 2023. The company also plans to continue introducing various digital technologies to its customer service center in the future.