“Beyond Simple Search to Customer Tasks”: LGU+ Upgrades ‘U+one’ AI Agent
IT DAILY ·
✦ AI Summary
LG Uplus said it will upgrade the AI agent of its integrated customer platform, U+one, and expand it beyond simple search to handle customer tasks.
U+one's AI functions are being transformed from answering customer questions and guiding menus into actionable AI agents that resolve real tasks, and billing payment and roaming agents have been introduced in stages.
LG Uplus plans to expand conversational agents beyond roaming to major telecom services and develop U+one into an AI First app by adding multilingual and voice functions.
LG Uplus said on the 13th that it will upgrade the AI agent of its integrated customer platform, U+one, and expand its scope so it can handle customer tasks beyond simple search. AI search in U+one had been limited to answering customer questions and guiding users through menus, but the company plans to turn it into a practical, actionable AI agent that directly handles service tasks such as payments and subscriptions. The transition will be pursued in stages.
U+one is LG Uplus's integrated customer platform for telecom services, allowing customers to use services in a single app. On the platform, customers can check their rate plans, billing information, and payment details. They can also browse and subscribe to roaming products and other add-on services they need.
LG Uplus plans to evolve U+one into a platform that uses AI to handle information guidance, recommendations, and execution through conversation. Accordingly, U+one's AI functions will be upgraded beyond simple information guidance to actually resolving customer tasks.
The photo released that day shows an LG Uplus employee introducing the AI agent deployed in U+one.
The service was introduced in stages, starting with the launch of a billing payment agent in August and the rollout of a roaming agent in September. Customers can converse with AI in U+one to check billing information, identify the reason for bill changes, and pay overdue charges. They can also receive roaming product recommendations tailored to their travel conditions and subscribe to the recommended roaming products.
The existing AI search system simply linked users to a related app screen after providing an answer. In contrast, the U+one AI agent analyzes customers' actual usage information to recommend services, processes payments with customer confirmation, and also handles subscriptions. As a result, it is designed so that information checks, analysis, recommendations, and execution can all be done within a single conversation without moving through multiple menus.
If the bill has changed from the previous month, it analyzes roaming, add-on services, small payments, and device installment fees. Based on that, it explains the reasons by analyzing the main items that changed. When payment is needed, customers can pay within the conversation without moving to a separate menu.
However, tasks that directly affect customers, such as bill payment, cannot be processed immediately by AI without customer confirmation. Each processing step is left as a record. If a problem occurs, the cause can be checked based on that record.
LG Uplus's roaming agent is designed to learn the travel country, schedule, and data usage tendencies through conversation, then recommend suitable products and support subscriptions. For example, if a customer mentions a trip to Matsuyama, Japan, for 2 nights and 3 days and says they plan to use SNS and watch a lot of videos, the system suggests an appropriate roaming product based on the destination, duration, and estimated data usage.
LG Uplus said the subscription conversion rate among customers who received roaming agent recommendations is about 2 times higher than before. Accordingly, the company plans to expand these conversational agents beyond roaming to major telecom services next year.
The goal of the expansion is to reduce the inconvenience of having to repeatedly explain the same things based on usage history and previous conversations. LG Uplus also plans to apply multilingual and voice functions to improve convenience for foreign and senior customers, and in the long term aims to develop it into an AI First app in which users no longer need to search individual menus one by one but can simply enter what they want into a single input box, and AI will suggest suitable services and support processing as well.
Source: IT DAILY · Seong Won-young
Original: https://www.itdaily.kr/news/articleView.html?idxno=242132
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Source: IT DAILY
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