Sendbird, a global artificial intelligence (AI) communications company, held the "Retail CX Leaders Roundtable" at the JW Marriott Hotel Seoul on the 16th of this month, where it shared customer experience strategies based on AI concierge technology along with real-world deployment cases, the company said.
The roundtable was held under the theme "Next-Generation AICC and Customer Experience Created by AI Concierge." Participants shared market outlooks, customer experience strategies, live demos, and actual implementation cases, presenting the direction of next-generation customer experience that the retail industry should pay attention to, along with practical application methods.
The event was attended by officials from major domestic retail, e-commerce, travel, and hospitality companies. Industry experts from BCG and Market Fit Lab also joined. In a key session, Sendbird Korea CEO Lee Sang-hee delivered a presentation on "The Future of Customer Experience Created by AI." Lee also introduced a hyper-personalized customer experience strategy implemented through brand-customized AI platforms that goes beyond simple automation.
Jeong Ji-min, Solutions Architect Manager at Sendbird, then conducted a live demo. Based on a virtual e-commerce shopping scenario, the demo showcased how a personalized experience at the level of a dedicated concierge is delivered using AI that understands customer intent and context and responds proactively.
At the event, performance results were also shared showing how AI agents drove purchase conversion and higher average transaction values, based on actual global retail and e-commerce customer cases. U.S. retailer BJ's raised its average transaction value by 20% after adopting its AI shopping concierge "Bev" and advancing personalized recommendations. Hanssem, which automated customer support from assembly to delivery, achieved a resolution rate of around 90% in repetitive consultation areas such as assembly, delivery, and product inquiries. BJ's currently connects membership guidance, product recommendations, and offline store assistance through a single AI shopping concierge to maintain purchase context. Hanssem is expanding to an integrated AI strategy across the entire customer journey centered on digital concierge, based on the operational experience gained from consultation automation.
Following this roundtable, Sendbird plans to expand AI agent-based customer experience innovation cases across various industries, including retail. "AI agents are evolving beyond simple response to a stage where they support actual purchases and decision-making," Lee said. "We will continue to advance AI-based solutions so that companies can design customer experiences more precisely and connect them to tangible sales results."
