"Real-Time Consultations with AI"...Inside LG Uplus Customer Center Powered by AI

Average Connection Wait Time Reduced from 47 Seconds to 5 Seconds

On the morning of the 30th, at the LG Uplus Gasan Digital Center in Geumcheon-gu, Seoul, where LG Uplus customer center representatives work, when a customer inquired about affordable plans for seniors, information about senior rate plans and response guides appeared on the advisor's monitor. When follow-up questions were asked about additional discounts and the volume of text messages and data, the artificial intelligence (AI) advisor provided relevant policy information. The advisor was able to provide smooth answers without having to search the internal system manually. AI is now supporting the tasks that advisors previously had to search for and organize themselves. In addition to the AI advisor, other solutions such as AI callbots, chatbots, and automated counseling quality assessment technologies were also being utilized.

An LG Uplus customer service representative using 'Insourcing AI Contact Center' (AICC). LG Uplus.

On this day, LG Uplus unveiled its "AI Native Contact Center" strategy to realize an artificial intelligence contact center (AICC) with zero wait time for customer service by 2030.

The company aims to lead the transition to AI-based operations by leveraging its "Insourcing AICC," which combines operational experience accumulated at its own customer centers with AI technology. LG Uplus also aims to grow its AICC business revenue by more than 50% annually until 2030.

The core competitiveness of this AICC is its insourcing-based business model. By introducing the AICC to its customer centers, LG Uplus can assess counseling quality and customer responses, and incorporate identified improvements back into the AICC. This approach addresses previous issues such as being unable to reflect the context or intent of customer queries, or difficulties in conducting natural conversations due to operations strictly following set scenarios.

LG Uplus operates 17 customer centers nationwide that handle 33.75 million customer consultations annually, utilizing them as testbeds for AI technology verification and advancement.

LG Uplus is applying the Insourcing AICC to the entire customer consultation process in order to enhance service quality. In practice, after adopting this technology, the company reduced the average connection wait time from 47 seconds in 2024 to just 5 seconds this year, a decrease of approximately 90%. The time required for each counseling session fell by 16% during the same period, and the number of evaluations per person per month jumped from four to 1,600.

By 2030, the company plans to build an AI Native Contact Center where the entire customer support process is operated by AI. This will enable "zero-wait consultations," where AI proactively identifies customer intent based on prior consultation history and subscription details, providing needed information in advance.

Hyungkyun Ahn, Executive Vice President and Head of Enterprise AI Business Group at LG Uplus, stated, “The competitive edge of AICC lies not in the technology itself, but in how quickly customer responses can be translated into service improvements.” He added, “By leveraging the experience gained from running our own customer centers and our insourcing competency, we aim to nurture the AICC business as a central growth pillar within the enterprise AX sector by 2030.”

This content was produced with the assistance of AI translation services.