LG Uplus has unveiled its 'AI Native Contact Center' strategy, aiming to implement an artificial intelligence contact center (AICC) with zero wait times for consultations by 2030.
On September 30, LG Uplus held a press conference at the LG Gasan Digital Center in Geumcheon-gu, Seoul, showcasing its core solutions, including AI call bots, chatbots, AI consultation advisors, and automated consultation quality evaluation technology (AI Auto QA). The company also revealed the operational sites where these technologies are currently applied.
As more companies adopt AICC to enhance consultation efficiency and improve customer experience, concerns have emerged that technological advancements could render AICC solutions less competitive in a short period. Existing AICC systems often operate based on predetermined scenarios, which may not adequately reflect the context or intent of customer inquiries, leading to unnatural conversations.
To address these issues, LG Uplus has established an insourcing-based AICC business model. This approach goes beyond merely developing and supplying AI technology; it first applies the technology in its customer centers to monitor consultation quality and customer responses, then incorporates identified improvements back into the AICC.
LG Uplus utilizes its 17 customer centers nationwide, which handle tens of millions of customer consultations annually, as testbeds for validating and enhancing AI technology. This allows the company to measure AICC quality and provide only those features that have been verified for performance and stability as B2B solutions. Customized consulting is then offered based on the specific characteristics of each business.
The insourcing AICC at LG Uplus applies AI throughout the entire consultation process, improving consultation quality. Tasks such as billing inquiries or service sign-ups that can be handled without connecting to a consultant are quickly addressed by AI call bots and chatbots, while customers requiring human judgment are connected to consultants. Currently, approximately 8 million customer inquiries at LG Uplus are processed through AI call bots and chatbots.
During the connection to a consultant, the 'AI Consultation Advisor' assists the consultant. After consultations, the AI-based consultation evaluation technology, 'AI Auto QA,' works to enhance quality.
As a result of applying 'insourcing AICC' across all consultation processes in its customer centers, LG Uplus has reduced the average wait time for consultation connections from 47 seconds in 2024, before the introduction of insourcing AICC, to just 5 seconds this year, a reduction of about 90%.
Building on these capabilities, LG Uplus plans to establish an 'AI Native Contact Center' by 2030, where all customer interactions will be AI-driven. The goal is to implement 'consultations without wait times' by enabling AI to understand customer intent based on their past consultation history and subscription information, providing necessary information proactively.
Han Hyung-kyun, head of the Enterprise AI Business Group at LG Uplus, stated, "Leveraging the experience accumulated from operating our own customer center and our insourcing competitiveness, LG Uplus will support the AI transformation of corporate clients and nurture the AICC business as a core growth pillar of corporate AI transformation (AX) by 2030."
* This article has been translated by AI.
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