Applied to Cuckoo Electronics and Cuckoo Homesys
Approximately 75% Reduction in Re-consultation Rate
LGU+ "Leading Digital Transformation"
LG Uplus announced on the 12th that it has provided the artificial intelligence (AI) smart customer consultation solution 'AI Callbot' to the call centers of Cuckoo Electronics and Cuckoo Homesys. AI Callbot is one of the built-in AI Contact Center (AICC) solutions, where an AI counselor provides customer consultation via voice.
The newly introduced AI Callbot not only responds to the most frequently asked customer inquiries but also manages customers who have purchased products. It is responsible for handling A/S requests and guiding customers to offline repair centers, and it proactively contacts customers who purchased online through home shopping to assist with post-order procedures.
LG Uplus announced on the 12th that it has provided the smart customer consultation solution 'AI Callbot' to the call centers of Cuckoo Electronics and Cuckoo Homesys. [Photo by LG Uplus]
To ensure stable service of the AI Callbot, LG Uplus completely replaced the underlying call center infrastructure. Incoming consultations to the call center can first be handled by an Automated Response System (ARS), reducing customer complaints and allowing the AI Callbot to focus on specific tasks.
LG Uplus expects that by introducing the AI Callbot, tasks can be resolved quickly and accurately without waiting even during late-night hours and holidays, while reducing the fatigue of customer center counselors to help them concentrate on consultations.
After about a month of pilot operation at the Cuckoo call center, LG Uplus explained that the number of customers calling back decreased by approximately 75% because problems could be resolved immediately without long waiting times.
Jung Young-hoon, Head of Corporate AI/DX Business at LG Uplus (Executive Director), said, “We will not only continue to advance AI services in the future but also develop them for practical application to lead the innovation of digital transformation (DX) experiences for our client companies.”
Jung Hyun-gyo, Head of Management Support Division at Cuckoo Electronics (Executive Director), said, “We hope that the AI Callbot, which enhances convenience and accuracy, will provide high satisfaction to customers during consultations.”
© The Asia Business Daily(www.asiae.co.kr). All rights reserved.
