SOUTH KOREA. Lotte Duty Free has launched a ChatGPT-based shopping service, the first generative AI-based platform of its kind in Korean travel retail.
The launch supports the Lotte Group’s enterprise-wide AI transformation (AX) strategy, integrating generative AI across its retail, hotel and service businesses.
The conversational shopping service presents AI as a new customer engagement touchpoint while advancing the group’s digital innovation agenda.
The service gives customers direct access to Lotte Duty Free’s shopping platform through ChatGPT, without the need for a standalone app or website. After selecting the ‘Plugins’ tab in ChatGPT, users simply search for ‘Lotte Duty Free’ and click ‘Start Chat’ to begin.
Once connected, customers can interact with the AI using natural language to search for products, explore bestseller lists, product recommendations and discover products featured in special promotions.
The AI service responds to natural language prompts such as ‘Show me today’s special offers’, ‘Show me the best-selling perfumes’ or ‘Recommend a whisky gift’, delivering personalised product recommendations based on customer preferences. Each recommendation is linked to the purchase page for easy access to product details and a seamless shopping experience.
Lotte Duty Free said the new platform reflects AI’s growing role as a customer touchpoint, shifting product discovery and recommendations from traditional search-based interactions to more intuitive, conversation-driven experiences.
The retailer added that the service was introduced to keep pace with the evolving retail landscape while enhancing convenience and delivering a more seamless duty-free shopping experience.
Looking ahead, the company noted its plans to further advance its personalised recommendation features using customer usage data and continue expanding customised retail experiences.
Lotte Duty Free Head of E-Commerce Kim Yoo Youn said, “Conversational shopping experiences powered by generative AI are establishing themselves as a new commerce trend.
“Through the ChatGPT-based shopping service, we will enable customers to enjoy duty-free shopping more easily and conveniently, and provide differentiated purchasing experiences tailored to each customer’s situation and needs.” ✈
