LG Uplus Unveils ‘AI-Native Contact Center’ Strategy to Eliminate Customer Wait Times
LG Uplus is accelerating its push into the enterprise AI contact center market by combining its own customer service operations with artificial intelligence, aiming to build an “AI-Native Contact Center” with virtually no customer wait times by 2030.The Korean telecommunications company unveiled its
LG Uplus, the Korean telecommunications company, has unveiled an ambitious 'AI-Native Contact Center' strategy aimed at eliminating customer wait times by 2030. The strategy involves integrating AI into every aspect of their customer service process, from AI-powered voicebots and chatbots to AI Consultation Advisors for human agents and AI Auto QA for automated service quality assessment.
The company's extensive in-house contact centers, which handle tens of millions of consultations annually, serve as testbeds for these new technologies. LG Uplus plans to expand its AICC business revenue by more than 50% annually through 2030, leveraging AI to handle 8 million customer inquiries each year, with AI bots managing standardized tasks and human agents handling more complex inquiries.
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