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 is expanding its focus on artificial intelligence (AI) to create an "AI-Native Contact Center" that aims to eliminate customer wait times by 2030. The South Korean telecommunications company announced its AICC (AI Contact Center) strategy during a press briefing at the LG Gasan Digital Center in Seoul on September 30.
LG Uplus is integrating AI into the entire customer service process, including AI-powered voicebots and chatbots, an AI Consultation Advisor for human agents, and AI Auto QA for automated service quality assessment. Leveraging the technology and operational experience from its own contact centers, the company plans to expand its AICC solutions to enterprise customers, with revenue growth expected to surpass 50% annually through 2030.
A key aspect of LG Uplus' strategy is its in-house development approach. The company operates 17 customer service centers across the nation, handling tens of millions of consultations per year. These centers act as testbeds for evaluating new AI technologies using real-world customer interactions and operational data before being offered to business clients.
LG Uplus employees also visit enterprise customers to analyze their operations and design customized AICC systems, with feedback from those deployments used to enhance the solutions further.
Furthermore, LG Uplus incorporates AI into its development process by using LG AI Research's EXAONE and global AI models to generate consultation scenarios, workflows, and AI agents tailored to a customer's business objectives and operating guidelines. The systems are then tested through simulations resembling real customer service environments before deployment, with operational data analyzed to identify additional problems and areas for improvement.
Currently, about 8 million customer inquiries are handled annually by LG Uplus's AI voicebots and chatbots, which are designed to understand the context of an entire conversation rather than just reacting to individual keywords. When human assistance is needed, the AI Consultation Advisor provides real-time help. Conversations between customers and agents are converted into text, allowing AI to analyze interactions and recommend relevant information, policies, and responses, thereby reducing agents' search time and improving their focus on customers' needs.
The deployment of LG Uplus' in-house AICC has already led to significant improvements in customer service operations, including a 90% reduction in average wait time for human agents (from 47 seconds in 2024 to five seconds this year) and a 16% decline in average consultation time. To further leverage AI, LG Uplus aims to transition from AI-assisted customer service to an AI-Native Contact Center by 2030.
Under this model, AI would analyze customers' previous consultations and subscription histories to better understand inquiry reasons and provide relevant information before human assistance is required.
Written by urgent.news from Korea IT Times's reporting — not their text. Machine-written — may contain errors; check the original before relying on it.
