LGU+ Pushes AI-Native Contact Center With No Wait Time as Waiting Time Falls From 47 Seconds to 5
IT DAILY ·
✦ AI Summary
LG Uplus presented "AI Native Contact Center" and "insourcing AICC" as its AICC business strategies.
It operates by first applying the system to its own customer center, checking consultation quality and customer responses, and reflecting improvements.
The average wait time to connect with an agent fell from 47 seconds before adoption in 2024 to 5 seconds this year, and the company aims to achieve "consultation without waiting" by 2030.
LG Uplus said on the 30th that it introduced its AICC business strategy and customer center implementation results. As more companies adopt AICC, the main reasons cited for the rollout are improved consultation efficiency and better customer experience. The company set a goal of implementing an AICC with no consultation wait time by 2030.
The company’s strategy is called the "AI Native Contact Center." LG Uplus plans to first apply AICC to its own customer center, then review consultation quality and customer responses and reflect improvements, pursuing AX across overall operations based on an "insourcing AICC" model.
This strategy stems from concerns over the limitations of existing AICC systems. Conventional AICC has operated around fixed scenarios, making it insufficient for reflecting the context and intent of customer questions, and it also lacked natural conversational continuity. As a result, the need to improve customer experience related to existing AICC systems has been raised.
Based on this strategy, LG Uplus set a goal of building a system with no consultation wait time by 2030 while also growing AICC business revenue by more than 50% on average annually. The photo shows an LG Uplus customer center agent using "insourcing AICC."
Rather than selling AICC directly to external clients, LG Uplus is addressing the issue by establishing an insourcing-based AICC business model and first applying it to its own customer center. The company is assessing consultation quality and customer reactions through the initial deployment at its own customer center.
In this process, improvements identified in the field are fed back into AICC. Through this, LG Uplus has established a virtuous cycle of "build, verify, and improve" in its "insourcing AICC."
LG Uplus operates 17 customer centers nationwide and handles tens of millions of customer consultations each year. The company uses its 17 customer centers as test beds for verifying and advancing AI technologies, while measuring AICC quality based on actual consultation data and on customer responses. It also said that only functions whose performance and stability have been verified are provided as B2B solutions.
In addition, specialized personnel who participate in operating its own customer centers visit client sites directly to provide consulting tailored to each business’s characteristics. On-site requirements and improvement suggestions are reflected in solution upgrades, and LG Uplus said it has established a virtuous-cycle structure that includes incorporating those requirements.
LG Uplus is deploying AI across every stage of the consultation system, from design and verification to operational improvements. The company’s insourcing AICC applies AI throughout the entire customer consultation process, and this incorporates LG AI Research’s EXAONE and global big tech AI models.
When a customer’s purpose and work guidelines are entered, AI automatically generates consultation scenarios, work procedures, and consultation agents. Through this, LG Uplus is automatically building consultation structures based on the entered purpose and guidelines.
It then conducts pre-verification of consultation quality based on simulations similar to the actual operating environment. After deployment, AI detects additional issues and derives improvement measures based on accumulated real-world consultation operation data.
In actual consultations, AI call bots and chatbots handle tasks that do not require connection to an agent, such as billing inquiries and service sign-ups. Customers who require human judgment are connected to an agent. LG Uplus currently handles about 8 million customer inquiries a year through AI call bots and chatbots.
AI is used in different ways throughout the consultation process. At the call bot stage, the AI call bot combines individual words with the overall conversation context to identify the customer’s intent. If a pause occurs during a customer’s speech, it waits until the utterance is complete and continues the consultation in a way similar to a real conversation while appropriately guiding the customer on the status of the task.
At the agent-connection stage, agents are supported through an "AI consultation advisor." Conversations between customers and agents are converted into real-time text (STT, Speech-to-text), and AI recommends the necessary knowledge and answers based on analysis of the consultation content. As a result, less experienced agents can quickly provide responses suited to the context, and the AI recommendation function can reduce differences in consultation quality by experience level.
After a consultation ends, the AI-based consultation evaluation technology "AI Auto QA" helps improve consultation quality. "AI Auto QA" analyzes the consultation content and presents each agent’s strengths and areas for improvement.
After applying "insourcing AICC" to its own customer center, LG Uplus improved consultation efficiency. The average wait time to connect with an agent fell from 47 seconds before adoption in 2024 to 5 seconds this year, a reduction of about 90%. Consultation time also decreased by 16% over the same period.
LG Uplus is reinvesting the extra time gained through AI into improving consultation quality. It operates a customized consultation system, prioritizing agents for customers aged 65 and older and connecting sign-language interpreters for hearing-impaired customers.
Looking ahead, LG Uplus plans to establish an "AI Native Contact Center" by 2030. Its goal is to operate the entire customer response process around AI. The company aims to implement "consultation without waiting," in which AI identifies customer intent based on past consultation history and subscription information and provides the necessary information first.
It is also pushing to establish a system that analyzes and improves all consultation data in real time. Based on this, LG Uplus says it aims to advance AICC into a system that evolves on its own.
Source: IT DAILY · Seong Won-young
Original: https://www.itdaily.kr/news/articleView.html?idxno=241906
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Source: IT DAILY
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