24/7 unmanned store guidance service via AI Station

About

Lotte Mall Gimpo Airport Branch, adjacent to the airport, is a space visited by not only domestic customers but also foreign visitors of various nationalities, and it had the challenge of providing a consistent shopping guide experience regardless of language or nationality. The existing operation model centered on the information desk made it difficult to provide sufficient guidance to foreign visitors, and there was also a structural limitation in that waiting lines occurred during peak times.

To address this, a store information station based on Perso Interactive was introduced, creating an interactive guidance environment where visitors can instantly check floor-by-floor directions, brand locations, and major promotion information through voice conversations with an AI Avatar. As a result, support for foreign visitors was strengthened, the information search process for visitors was simplified, and operational efficiency was improved through 24/7 unmanned guidance operations.

Introduction Background

Due to its location near Gimpo Airport, Lotte Mall Gimpo Airport Branch operates in an environment with a high proportion of foreign visitors who speak various languages, including Japanese, Chinese, and English. However, the existing guidance method relied on a Korean-language-centered information desk operation, making it difficult for foreign visitors to find the stores or promotion information they wanted on their own. During peak times, the workload on the guidance staff increased and waiting lines repeatedly occurred, and the limitation of having no guidance available outside operating hours also continued.

To solve these problems, Lotte Mall Gimpo Airport Branch introduced the Perso Interactive solution in order to create an environment where both domestic and foreign visitors could always receive the same quality of service without language barriers.

Solution

By building a store information station based on Perso Interactive AI Avatar, customers can converse in real time with the AI Avatar from the moment they enter the store and instantly check floor directions, brand locations, and live promotion information.

For example, when asked questions such as "What brands are on the basement first floor?" or "Tell me about today’s discount events," the AI accurately guides customers to the information they need. Through real-time multilingual support in more than 32 languages, including Japanese, Chinese, and English, foreign visitors can receive the same level of guidance in their native language, and the system is designed for 24/7 unmanned operation, providing consistent guidance services to all visitors regardless of operating hours.

Results

After introducing the solution, the way in-store services were accessed became more intuitive and efficient. As the AI Avatar took over repetitive facility guidance and promotion inquiries, the burden on on-site staff response duties was greatly reduced, resulting in tangible improvements in labor operation efficiency.

In addition, multilingual support greatly improved the convenience of store use for global customers who previously had difficulty accessing information due to language barriers. All users, including foreign visitors, can now instantly check the information they need regardless of language or time of day.

As a result, this smart guidance experience increased customer dwell time and strengthened a positive brand image, proving that an AI-based interactive solution is an effective means of enhancing both customer experience and brand marketing.

Recommended For

If you are a retail marketer, an operator of shopping malls or duty-free shops near airports, a manager of large retail stores, or someone considering the introduction of multilingual guidance services, this case will be a valuable reference. Expansion to similar retail environments such as department stores, outlets, and airport duty-free shops can also be considered.

Frequently Asked

Q. Can it be deployed on-site right away without installation or separate development?

A. Yes. Perso Interactive AI can be deployed on-site immediately without separate development or infrastructure setup. However, if additional information or customization is needed, development can be carried out through prior consultation. After development, the station (kiosk) device can be placed and operated immediately on-site.

Q. Store promotions change often. Can they be updated in real time?

A. Through the data integration system, changes in event content are immediately reflected in the AI Avatar’s responses, enabling accurate information delivery.

Q. Can the atmosphere of a specific brand be reflected in the Avatar?

A. By customizing the Avatar’s appearance, voice, and speaking style to match the brand’s tone and manner, you can create the brand ambassador you want.