LG Uplus app AI moves beyond Q&A to handle payments, roaming

LG Uplus is enhancing its AI-powered customer app, U+one, transforming it from a simple question-answering tool to a more proactive agent, the company announced on Tuesday. Korea's third-largest mobile carrier is gradually converting the AI search in U+one into an "actionable AI agent." This upgrade enables the AI to perform tasks beyond mere answering, such as checking plans and bills, making payments, and signing up for services like roaming and add-ons directly within the app.

Initially, the AI search in U+one provided answers to users' queries and directed them to relevant app screens for further action. However, the recent upgrades analyze customers' actual usage data, offering personalized service recommendations and completing necessary transactions once the user confirms. This new approach streamlines the user experience by conducting entire interactions within a single conversation.

The bill payment agent, launched in August, addresses user inquiries like "How much is my bill this month?" It provides detailed breakdowns of the bill, explaining variations from the previous month, including roaming charges, add-on services, small mobile payments, and device installments. Users can settle their bills without leaving the app, thanks to the AI's ability to process and execute payments seamlessly.

The roaming agent, introduced in September, offers similar functionality for managing international roaming services, further expanding the AI's capabilities within the U+one app.