Lotte e-commerce integrated chatbot LotteOn Chatbot

Project overview

The e-commerce division of Lotte Shopping Co., Ltd. consolidates the e-commerce businesses of seven Lotte Group companies and develops and operates 'Lotte ON', an integrated online shopping platform.

Core solution

• Target of handling 90% or more of 2.16 million monthly transaction orders and 560,000 customer enquiries by frequency
• The existing specialist phone and email consultation staff (500 people) focused on CS response
• Migration of the existing department-store chatbot operation
• Being built as two chatbots: the integrated chatbot plus a department-store offline support chatbot

Value delivered

- An integrated app for six e-commerce services and an integrated chatbot for that app - Text and voice based service for all channels except home shopping