Insight Labs is designed to analyze customer complaints and feedback related to department store experiences. (Image courtesy of Hyundai Department Store)
SEOUL, Sept. 19 (Korea Bizwire) – In a move to elevate customer satisfaction, Hyundai Department Store announced on September 18 the implementation of an artificial intelligence (AI) system called Insight Labs to assist its employees in customer interactions.
Developed in-house, Insight Labs is designed to analyze customer complaints and feedback related to department store experiences, offering solutions to address these concerns efficiently.
The AI system operates by performing real-time keyword analysis on posts submitted to the Customer Opinions section of Hyundai Department Store’s website.
It prioritizes urgent matters such as safety incidents, theft, and food hygiene issues, immediately notifying relevant staff and providing detailed resolution strategies.
Hyundai Department Store claims that Insight Labs’ solutions are sophisticated enough for direct use in customer interactions.
The system not only suggests appropriate responses but also emphasizes professional communication techniques, mirroring the expertise of a seasoned customer service manager.
For instance, if a customer reports a slip and fall incident within the store, Insight Labs quickly identifies it as a safety concern.
It alerts the responsible staff member, analyzes the incident details including location, cause, and potential injuries, and recommends appropriate actions based on similar past occurrences.
Hyundai Department Store Apgujeong (Image courtesy of Hyundai Department Store)
The AI emphasizes the importance of sincere apologies, expressing empathy for the customer’s inconvenience, and proposing clear compensation plans and preventive measures.
It can suggest various forms of compensation, such as medical expenses, monetary compensation, dry cleaning costs, or additional services, tailored to the specific situation.
A Hyundai Department Store representative noted that the AI significantly reduces the time staff previously spent coordinating with various departments and reviewing compensation options.
The company expects that with the introduction of Insight Labs, customers will experience faster complaint resolution and an overall improvement in service quality.
Additionally, the system is anticipated to alleviate employee stress from handling difficult complaints by providing standardized response guidelines, thereby increasing work efficiency and job satisfaction.
Once Insight Labs is fully established, Hyundai Department Store plans to shorten its complaint handling principle from “within 24 hours” to “same-day resolution.”
The company also intends to create a database of customer opinions to further personalize future interactions.
Yang Myeong-seong, the director of sales strategy at Hyundai Department Store, emphasized the importance of this initiative, stating, “Competitiveness in retail depends on how meticulously we can manage the customer’s shopping experience. Insight Labs is significant as it contributes to providing a satisfactory shopping experience.”
Kevin Lee (kevinlee@koreabizwire.com)
