South KoreaRetail and e-commerce2024 – ongoingLotte Homeshopping
Moni, an AI assistant that answers product partners' QA questions
Lotte Homeshopping cut partner inquiries to its QA staff by 30-40% with an AI assistant
Problem
Product launches at Lotte Homeshopping were delayed because QA teams and product partners went back and forth across several channels. Partners had to confirm test reports, documents and regulatory compliance marks before products could go on air.
Approach
After evaluating several chatbot providers, the company chose Claude, delivered through Sendbird's messaging platform. In October 2024 it launched Moni, which reads guidance documents and test reports, gives consistent QA guidance and answers routine questions around the clock. Moni started with fashion partners and by January 2025 also covered home appliances and discretionary items. The company was building automated checks for regulatory requirements such as KC certification.
Results
Takeaway
Routine partner questions moved to the assistant, which left the QA team to handle complex cases. The company reported that a survey of fashion partners found shorter launch timelines and higher partner satisfaction, without giving figures.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Production and qualityCustomer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Vendor case study
Sources
Source summaries
Anthropic's customer story describes how Lotte Homeshopping built Moni on Claude and Sendbird to answer product partners' QA questions. It reports a 30-40% drop in inquiries to QA staff. The page carries no date; the Internet Archive first saved it on October 13, 2025.
Full details are in the original sources.
