Official Launch on the Lotte Department Store App on the 18th
Developed in Collaboration with Lotte Innovate and Amazon Web Services
Lotte Department Store announced on the 18th that it will officially launch the artificial intelligence (AI) shopping chatbot "Dustin" through its mobile application (app).
Dustin is an AI chatbot developed exclusively for the Lotte Department Store app to reduce the inconvenience customers experience when searching for shopping information such as store details, discount benefits, and operating hours. It was developed in collaboration with Lotte Innovate and Amazon Web Services (AWS).
Lotte Department Store announced on the 18th that it will officially launch the artificial intelligence (AI) shopping chatbot "Dustin" through its mobile app. Photo by Lotte Department Store
The AI chatbot Dustin is a service based on Amazon Bedrock, AWS's generative AI platform. It independently analyzes the intent behind customer inquiries and provides information by integrating real-time data from department stores, outlets, and shopping malls. When customers ask about store locations, the chatbot understands the context of the conversation and proactively suggests follow-up information such as store contact details, discount coupons, and promotional event information.
Given its conversational AI service nature, the chatbot is designed to make customers feel as if they are interacting with a real shopping assistant. To achieve this, the character "Dustin," a knowledgeable expert from the proprietary kids’ IP "Kinder Universe," has been incorporated into the AI chatbot.
The introduction of the AI chatbot is expected to enhance customer convenience, as the information search process has been streamlined from four steps-keyword search, exploration, page navigation, and information confirmation-to just two steps: AI conversation and information confirmation. In the future, Lotte Department Store plans to utilize the data accumulated through the AI chatbot to further enhance customer benefits.
Lotte Department Store aims to establish its app as an essential tool for offline store customers through the introduction of this chatbot. Previously, in 2018, Lotte Department Store launched the current version of its app by integrating shopping information. In 2023, the app underwent a comprehensive renewal focused on personalization, earning the Red Dot Award. Currently, the app has around 7 million registered users, with a monthly active user (MAU) count reaching 1.1 million.
Hong Byungwoo, Head of Lotte Department Store’s DX Team, stated, "We are fully committed to transforming Lotte Department Store’s premium customer experience into a digital format, seamlessly connecting online and offline shopping experiences," adding, "AI chatbot Dustin will become an indispensable shopping assistant for customers visiting Lotte Department Store in the future."
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