Lotte Duty Free Launches First-Ever 'ChatGPT Shopping' Service in Korea's Duty-Free Industry

AI Innovation at the Group Level
Product Search and Bestseller Recommendations through Conversation Only

On July 16, Lotte Duty Free announced that it has launched a shopping service based on the generative AI platform ChatGPT, becoming the first in the domestic duty-free industry to introduce such a service and entering the AI commerce market.

This new service is part of Lotte Group's company-wide Artificial Intelligence Transformation (AX) strategy. Recently, Lotte Group has been expanding generative AI-based customer services, particularly within its key divisions such as distribution, hotels, and services, to accelerate using AI as a new customer touchpoint. Lotte Duty Free has aligned with the group’s AI innovation direction by introducing this conversational shopping service.

Lotte Duty Free, Launches ChatGPT Shopping Service, First in Domestic Duty-Free Industry. Lotte Duty Free

The main feature of this service is that customers can access information about Lotte Duty Free’s products and shopping guides directly within ChatGPT, without needing to install a separate app or visit the website. By selecting Plugins from the ChatGPT menu tab, typing 'Lotte Duty Free' in the search bar, and clicking 'Start Chat', users can use the service. Customers are able to search for products, view bestsellers, receive product recommendations, browse special offers, and access a variety of duty-free shopping services all through natural language conversation.

For example, when a customer asks in natural language, "Show me today's special offers," "Show me the best-selling perfumes," or "Recommend a whiskey for a gift," the AI provides product information tailored to the customer's needs. Recommended items are linked to the purchase page, allowing customers to conveniently view details and proceed to purchase.

With AI emerging as a new customer touchpoint, the methods for product discovery and recommendation are rapidly shifting from search-based to conversation-based interactions. In response, Lotte Duty Free has proactively launched this service to improve shopping convenience for customers and to provide a more intuitive duty-free shopping experience.

Going forward, the company plans to advance its personalized recommendation features based on customer usage data and continue expanding tailored shopping experiences.

Kim Yooyeon, Head of E-Commerce at Lotte Duty Free, said, "Conversational shopping experiences powered by generative AI are becoming a new commerce trend. Through our ChatGPT-based shopping service, we aim to make duty-free shopping easier and more convenient for customers, and deliver differentiated purchasing experiences tailored to each customer’s circumstances and needs."

This content was produced with the assistance of AI translation services.