[Edaily Kang Gyeong-rok Travel Reporter] Grand Korea Leisure (GKL), a state-owned enterprise that operates the foreigner-only casino "Seven Luck," has embarked on a digital service innovation initiative by introducing an artificial intelligence (AI)-based call response system—a first for the casino industry. The strategy aims to reduce customer wait times by improving the efficiency of handling simple, repetitive inquiries and to maximize the focus of on-site staff on sales.
GKL announced on the 6th that it has fully implemented and begun operating an “AI callbot” system at its Gangnam COEX branch, capable of handling multilingual calls 24 hours a day.

The newly introduced AI Callbot provides service in four languages: Korean, English, Chinese, and Japanese. The system is designed so that the AI responds in real time via voice to simple, frequently asked questions—such as venue location, operating hours, parking information, and admission policies—received through the Gangnam COEX branch’s main phone number.
After the call connects and the customer listens to the service guide, they can ask a question in their preferred language, and the AI recognizes that language to provide an answer. The system is designed to immediately transfer calls requiring detailed reservation confirmation or in-depth consultation to a staff member, thereby minimizing customer inconvenience.
To ensure a highly refined system, GKL conducted a four-month pilot operation from June to September. By analyzing data on the most common inquiry types from multinational customers collected during this period, the company built a sophisticated response database (DB).
The tourism and leisure industry views GKL—a public enterprise—introducing this AI callbot as a proactive example of digital transformation aligned with the government’s “AI Grand Transformation (AX)” initiative. Given that the casino industry requires 24-hour support for foreign customers, analysts predict that the adoption of AI will significantly reduce operating costs and improve operational productivity.
Yoon Doo-hyun, President of GKL, stated, “The introduction of the AI callbot will enable round-the-clock inquiry support, significantly enhancing convenience for international customers,” adding, “We will continue to actively adopt AI technology to leap forward as a ‘global, urban premium tourism platform.’”