South KoreaRetail and e-commerce2026 – ongoingKurly
AICS customer inquiries and order servicing
Kurly reported AICS managing about 40% of incoming customer inquiries
Problem
Kurly needed to handle customer inquiries and requests concerning existing orders.
Approach
Kurly and 1Z LABS jointly developed AICS for customer service. The system operated within Kurly's 1:1 Inquiry service, handling inquiries, cancellations and returns.
Results
about 40%share of inquiries received the same day managed by AI, according to Kurly
Takeaway
The deployed service covered order-related requests as well as questions. Kurly did not disclose a resolution-quality measure.
Categories
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
[1]The Asia Business Daily1 Jun 2026
The Asia Business Daily reported that AICS already operated in Kurly's 1:1 Inquiry service. Kurly reported AI managing about 40% of inquiries received the same day, including cancellation and return requests.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026