HMM Launches Generative AI Chatbot for Shippers, Accelerating Digital Transformation

Co-developed with LG CNS... 24/7 support in 17 languages
Complex shipping operations handled in natural language... Innovating the customer experience

On February 23, HMM announced that it is launching a generative AI-based chatbot service for shippers, thereby fully accelerating digital transformation (DX) at customer touchpoints.

HMM Co., Ltd.'s generative AI-based chatbot. HMM Co., Ltd.

This service is characterized by extending digital technology beyond vessel operation efficiency to the customer interface. The chatbot, jointly developed by HMM and LG CNS, is designed to allow shippers to access the information they need through natural Q&A conversations, as if they were speaking with a customer service representative, even if they are unfamiliar with precise maritime terminology or complex procedures.

Through the chatbot, shippers can not only check vessel schedules and freight rates, but also handle tasks that require specialized knowledge, such as country-specific customs clearance procedures, complex regulatory requirements, and whether hazardous cargo can be transported. In particular, in consideration of shippers around the world, the service is equipped with real-time translation in 17 languages and offers 24/7 support, which is expected to reduce their work burden.

Starting with this launch, HMM plans to further advance the service based on customer usage data and to gradually expand digital transformation closely aligned with shippers' business flows.

An HMM official said, "This chatbot introduction focuses on resolving the inconveniences shippers experience in their work," adding, "We will strengthen our differentiated service competitiveness by innovating the shipper experience."