LG Uplus Targets AI Call Center Market with LG CNS Collaboration

Targeting Financial Market with AI Trained on Financial Terms and Dialects
Accumulating AI Consultation Technology through U+ Untact Store... Understanding Customer Intent with DAP Talk

[Asia Economy Reporter Eunmo Koo] LG Uplus announced on the 15th that it will jointly carry out the AI Contact Center (AICC) solution business with LG CNS, an IT service specialist company.

As a telecommunications operator, LG Uplus plans to provide stable and long-term services to clients based on the AICC solution and target the financial sector market through collaboration with LG CNS, an IT service specialist company.

AICC is a solution that can upgrade telephone consultation services in companies with many customer inquiries, such as in the financial sector. Through artificial intelligence (AI), it receives customer requests and, in cases of relatively simple solutions, AICC provides answers instead of human consultants, thereby increasing the productivity of consultation tasks.

For AICC to be commercialized, it must integrate technologies such as ▲real-time voice recognition of customer speech by AI (speech recognition), ▲understanding customer inquiries converted into text and finding answers (natural language processing), and ▲converting the generated answers into voice output (speech synthesis) into a single solution.

LG Uplus has recently accumulated related technologies necessary for AICC through its newly opened unmanned store, U+ Untact Store. Unlike other telecom companies’ unmanned stores that only support USIM activation and device changes, the U+ Untact Store conducts non-face-to-face procedures for new subscriptions and number portability activations, providing non-face-to-face response services such as chat consultation, connection to human consultants, and AI consultation for customer inquiries.

LG CNS also established the FCC business team last year and has been developing AICC-related technologies, providing AICC solutions to the domestic financial sector. In particular, LG CNS’s ‘DAP Talk’ and ‘AI-Connect’ platforms include natural language processing, speech recognition, and speech synthesis technologies, enabling easy and fast conversation flow creation and accurate understanding of customer intent.

The two companies plan to collaborate within this year to train AI on linguistic characteristics such as financial terms and dialects spoken by customers to improve service accuracy, and to work on branding the AI contact center solution for commercialization.

In the future, by utilizing the results of research on ultra-large AI developed by the LG AI Research Institute, they plan to develop veteran AI consultants and AI advisors for consultants, challenging innovation in customer center productivity. To this end, they are promoting close cooperation in areas such as preparing large-scale data, securing superior STT performance, and developing LG’s own ultra-large AI language model, and plan to commercialize through efficacy field verification.

Im Jang-hyuk, Head of LG Uplus Corporate Infrastructure Business Group (Executive Director), said, “AICC can have broad demand not only in financial companies but also in various industries such as home shopping and logistics that provide consultation services. LG Uplus will expand AICC centered on the financial sector market where it has a competitive advantage, develop solutions that meet customer needs, and strive to establish it as a new growth engine.”