South KoreaRetail and e-commerce2020–2023Lotte Shopping
Closure of Lotte On's Charlotte shopping chatbot
Lotte On announced Charlotte's closure because its information was limited and duplicated other services
Problem
Lotte On customers needed help finding shopping benefits and relevant promotions. Charlotte supplied personalized information through a chatbot.
Approach
Lotte On introduced Charlotte when the shopping platform launched in April 2020. It used IBM Watson to provide information such as eligible coupons and promotions tied to purchase categories. In November 2023, Lotte On announced that the service would end on December 13 while human-agent chat would continue.
Results
No published figures
Takeaway
Lotte On judged the chatbot's information too limited and repetitive to retain. Ending the external solution also offered cost savings.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
Newsis reported Lotte On's announced shutdown of its Watson-based shopping chatbot. It described the company's reasons and confirmed that human-agent chat would remain available.
Full details are in the original sources.