With AI introduction, waiting time for consultation reduced from 47 seconds to 5 seconds... LG U+, goal of zero waiting time by 2030

On the 30th, at the LG (LemonGate) Daesan Digital Center in Seoul's Geochun District, an AI-powered customer service solution was showcased. Real-time text translations of customer voices on a screen transformed into a visual representation of a roaming package, detailing fees, monthly plans, usage periods, and shared data. Implemented by LG Uplus' customer service center, the 'AI Customer Advisor' analyzed the conversation to provide necessary information in real-time for a seamless response.

Even without prior knowledge of roaming fees or data sharing capabilities, journalists were able to answer customer inquiries proficiently through AI assistance. LG Uplus unveiled its AI Contact Center (AICC) business strategy and performance at a press conference. The company has integrated 'AI Chatbot & Callbot,' 'AI Customer Advisor,' and 'AI Customer Service Evaluation Automation Technology' into its customer service center.

Chatbots and callbots handle simple tasks like fee inquiry or service enrollment without the need for a consultant. These technologies processed an estimated 800,000 customer inquiries annually. Customer advisors analyze conversations in real-time to recommend answers, presenting the strengths and improvement areas of individual advisors.

Previously, this manual analysis was impossible due to the need for a coach to listen to every recording, consuming significant time and resources. By applying this technology, the time spent on per-call counseling reduced by 16% to 5 seconds in 2024, from 47 seconds. The saved time is reinvested to improve counseling quality. The company aims to provide care tailored to the characteristics of customers aged 65 and above, operating a distinct counseling system.

LG Uplus plans to implement a contact center with zero wait time by 2030, utilizing AI technology validation and refinement across 17 customer service centers for customized solutions to corporate clients. The company aims to grow related business sales by more than 50% on an annual basis. LG Uplus' Executive Vice President in Charge of Enterprise AI Business Group, Ahn Hwang-gyun, stated that the success of an AI contact center depends on connecting service improvement to rapid customer response more than the technology itself.

He added that the company will support corporate clients in their AI transition and make the AI contact center a central growth driver in enterprise AI transformation by 2030.