The leading department store, Shin Kong Mitsukoshi, has once again won the Gold Medal Award in the Shopping Center category at the 2023 Taiwan Service Industry Evaluation. Deputy General Manager Yeh Ying-Ming pointed out that facing 150 million visitors each year, all employees in Taiwan serve with their "hearts." After going through three years of the pandemic, in addition to insisting on warm service, in 2022, the structure of AI customer service has been further refined. Under the dual track of customer service and AI services, they continue to move towards a sustainable department store.

Shin Kong Mitsukoshi continues to promote quality service. In addition to conducting regular OJT (On the Job Training) and sharing both positive and negative service cases irregularly, they further optimized customer service in 2022, including the introduction of AI customer service with "Customer Center Application Software Cloud Service" and the "Smart Customer Interaction Platform" chatbot named "Xinxin." Through 24-hour uninterrupted interaction, they not only assisted in achieving record high sales in 2022 but also significantly improved customer service satisfaction.

 Yeh Ying-Ming pointed out that the newly introduced online intelligent customer interaction platform mainly utilizes online intelligent chatbots to provide customers with 24/7 consultation services through various digital channels including the Shin Kong Mitsukoshi official website, Shin Kong Mitsukoshi APP, Facebook, LINE, and Skm online. The customer service team continues to provide a comprehensive knowledge base for related services, allowing the intelligent chatbot to continuously optimize interactions with customers online, while also assisting frontline colleagues in providing more complete service consultations, thus enhancing customer service satisfaction.

Over the past 30 years, Shin Kong Mitsukoshi has placed great importance on collecting and managing customer feedback. They have not only passed the ISO10002 international verification for customer feedback management systems for eight consecutive times, but since 2022, they have also shifted from past case management to a cloud software platform. By querying customer-related data and past records through the system, they can provide immediate, comprehensive, and thoughtful customized services, further improving customer feedback management and ensuring consistent service levels among customer service personnel. This allows customers to experience a sense of "customization." Additionally, Shin Kong Mitsukoshi is also making further efforts in energy conservation and carbon reduction, having built 100 charging station services by 2023 to continue their pursuit of energy-saving sustainability.