Lotte Department Store Launches AI Shopping Chatbot 'Dustin'

Lotte Department Store announced Wednesday it is officially launching "Dustin," an AI-powered shopping chatbot.

Dustin, introduced through Lotte Department Store's mobile application, is an AI chatbot service that provides shopping information based on artificial intelligence technology.

Lotte Department Store developed the app-exclusive AI chatbot service in partnership with Lotte Innovate and Amazon Web Services (AWS) to reduce inconveniences customers experience when searching for store information, discount benefits, and business hours, while delivering information more quickly.

The AI chatbot Dustin is an AI shopping service built on Amazon Bedrock, AWS's generative AI platform. Going beyond simple responses to customer inquiries, the system autonomously analyzes the intent behind questions and synthesizes real-time data from department stores, outlets, and shopping malls to provide information. Even when asked only about a store's location, Dustin understands the context of the conversation and proactively offers store contact details, discount coupons, and promotional event information, while also anticipating follow-up questions.

Lotte Department Store expects the AI chatbot will significantly enhance the benefits customers experience. Another major advantage is that customers can have natural conversations using everyday language without having to think about specific search terms. The company also plans to utilize data accumulated through the AI chatbot Dustin to further enhance customer benefits in the future.

"We are fully committed to digitally transforming Lotte Department Store's premium customer experience and seamlessly connecting online and offline shopping experiences," said Hong Byung-woo, head of Lotte Department Store's DX team. "AI chatbot Dustin will become an indispensable top-tier shopping assistant for customers visiting Lotte Department Store."