LG CNS Uses ChatGPT to Search Internal Data

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LG CNS is launching an ‘AI-powered KM (Knowledge Management) Innovation’ service that uses generative AI to find useful knowledge and data within the company.

The ‘AI-powered KM Innovation’ service allows employees to ask questions in natural language through a chat window to find the knowledge they need for their work. The generative AI analyzes internal data and provides optimal answers. Unlike traditional AI chatbots that respond based on predefined scenarios, this service is advanced to enable AI to generate answers directly from vast amounts of data.

For example, if an employee asks, “Find me three successful cases of projects using generative AI in our company,” the AI will provide an answer. It is also possible to receive the source and the entire document containing the answer. If the internal data does not contain the answer, the service can provide responses using external knowledge.

This reduces the hassle of searching for the person in charge or checking multiple internal systems when questions arise during work, allowing employees to get answers within seconds through generative AI search.

LG CNS applied Microsoft’s Azure OpenAI GPT-4 to the ‘AI-powered KM Innovation’ service through collaboration. ChatGPT is a large language model (LLM) trained only on publicly available data such as portals. The ChatGPT applied in ‘AI-powered KM Innovation’ is differentiated by generating answers based on internal company data.

For analyzing internal company data, LG CNS uses its proprietary technology called ‘Orchestrator.’ The ‘Orchestrator’ finds the top 5 materials or pages most similar to the employee’s query and provides them to ChatGPT. Then, ChatGPT analyzes the materials and provides an answer. The ‘Orchestrator’ also includes functions to prevent external leakage of security information by de-identifying sensitive internal data.

LG CNS employees use the internally open ‘AI-powered KM Innovation’ service to find and utilize necessary knowledge from approximately 520,000 pages of data, including knowledge in DX new technology fields such as AI, data, cloud, smart city, smart logistics, smart factory, security, as well as business methodologies, research and development (R&D) outputs, and technical know-how.

LG CNS also built a Web 3.0-based knowledge market called ‘Brains’ to accumulate new knowledge data and enable all employees to utilize the knowledge and experience of experts within the organization. Employees can upload knowledge in various fields and purchase knowledge using dedicated coins in this knowledge market. The service also offers knowledge funding, where employees conduct secret voting based on the usefulness of knowledge and reward those who upload selected knowledge.

LG CNS is operating ‘AI-powered KM Innovation’ and ‘Brains’ internally as a testbed for new technologies. After verifying the technology, it plans to start services for corporate customers.

Kim Seonjeong, Executive Vice President and CTO of LG CNS, emphasized, “Through LG CNS’s DX new technology capabilities such as generative AI and Web 3.0, we will expand a system that allows rapid utilization of necessary knowledge based on assets held within the company.”

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