Grand Korea Leisure (GKL) has introduced an artificial intelligence-powered telephone response system at its Seven Luck Casino Gangnam COEX branch, becoming the first casino operator in South Korea to implement the service.
Known as AI Callbot, the system provides automated responses to customer inquiries 24 hours a day in four languages: Korean, English, Chinese and Japanese. Callers receive an initial explanation of the service before speaking in their preferred language, with the AI responding in the same language.
The system handles routine questions about the casino's location, operating hours, parking facilities and admission requirements. More complex requests, including reservation confirmations and detailed consultations, are transferred to relevant staff members.
GKL developed the service using a database of frequently asked customer questions collected during a trial period between June and September.
GKL President Yoon Doo-hyun said the company would continue introducing AI-based services to improve customer convenience, while supporting the Government's broader AI transformation initiatives.
The rollout follows GKL's latest monthly financial disclosure, which showed casino sales increasing 2.5% year-over-year to KRW29.28bn in October 2026, compared with KRW28.56bn a year earlier.
However, revenue declined 21.5% from September's KRW37.28bn, reflecting weaker performance across both table and machine gaming.
Table gaming remained the largest revenue contributor at KRW26.09bn, up 3.7% year-over-year but down 23.3% month-over-month. Machine gaming revenue fell 6.3% annually to KRW3.20bn.
Despite the monthly slowdown, cumulative casino sales reached KRW366.52bn during the first 10 months of 2026, representing a 5.5% increase from the corresponding period last year.
The financial figures remain preliminary and may be revised when final results become available.
KB Securities has urged GKL to upgrade its casino assets ahead of Osaka's integrated resort opening in 2030, citing growing regional competition
