Hana Tour is enhancing internal productivity through the implementation of corporate artificial intelligence (AI) services while also expanding external platform integration, accelerating its company-wide AI transformation.
According to Hana Tour, the employee utilization rate of its corporate AI service, WorksAI, reached approximately 72% just three months after its full implementation. This figure surpasses the average AI usage among domestic office workers. As of July 11, the cumulative usage amounted to about 1.6 billion tokens, with approximately 140,000 calls made. The average usage per session is around 11,000 tokens, primarily utilized for high-engagement tasks such as document summarization, data analysis, and proposal writing.
The reduction in working hours has also been significant. The cumulative time saved due to the introduction of WorksAI is estimated at about 231 days, based on a conservative calculation that assumes a five-minute reduction per conversation and a 30% contribution to actual work. Additionally, the customized agent features developed by employees have reduced repetitive internal inquiries, such as automatic travel itinerary generation, customer satisfaction (HCSI) and voice of the customer (VOC) analysis, and guidance on internal regulations, thereby enhancing overall organizational productivity.
A Hana Tour representative stated, "With active utilization by employees, AI has established itself as a core partner in our internal operations. We will continue to introduce differentiated travel products and services based on innovations in our internal work processes."
In addition to internal innovations, Hana Tour is actively expanding external channels to increase customer touchpoints. Recently, the company integrated with KakaoTalk's 'ChatGPT for Kakao' service to offer a natural language-based travel product recommendation service. By connecting Hana Tour's tool in the ChatGPT menu within KakaoTalk's chat tab, users can receive recommendations for special airfare and planned travel products without needing to install a separate application, simply by entering their criteria. Plans are in place to expand this integration to include hotels and local tours.
The expansion into external platforms has also yielded significant results. Following the launch of OpenAI's 'Apps in ChatGPT' dedicated app in May and the implementation of generative AI search optimization (GEO), the influx of Hana Tour services through ChatGPT surged by approximately 850% compared to previous levels.
Recently, Hana Tour introduced a service that connects different companies' AI agents through a collaboration model known as 'A2A (Agent to Agent).' In the MyKT app's 'MyK' chat window, when KT's AI agent receives travel-related inquiries, it passes the conversation context to Hana Tour's multi-AI agent, 'H-AI.' H-AI then operates as a travel specialist, suggesting tailored products. Users can continue the conversation by adjusting their itinerary or budget, allowing for detailed travel planning as if conversing with a real consultant.
Hana Tour has completed technical verification by obtaining the 'Partner Software Path' certification from Amazon Web Services (AWS) for its AI service, 'H-AI.' The company plans to continue advancing its A2A system and developing an AI product planning system, implementing a multifaceted AI strategy that encompasses both customers and internal employees.
* This article has been translated by AI.
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