On the 18th, Hi-Tele Service Site Visit
Inspection of AI Integrated Consultation 'SmilePlus' and More
LG Electronics Aims to Introduce 'AI Voicebot' Within the Year
Jo Joo-wan, CEO of LG Electronics, inspected the company's AI-powered consultation system and stated, "We will enhance the consultation system that uses affectionate intelligence to further expand customer convenience and provide impressive experiences to our customers."
Jo Joo-wan, CEO of LG Electronics, visited Hi-Tele Service, a customer consultation service subsidiary, on the 18th to review AI solutions such as the integrated consultation system "Smile Plus," which recently incorporated AI technology to improve the speed and accuracy of customer response. He also experienced the consultation service alongside consultants to hear the vivid Voice of Customer (VOC). Photo by LG Electronics
According to LG Electronics on the 20th, CEO Jo visited Hi-Tele Service, a customer consultation service subsidiary, on the 18th to review the integrated consultation system "Smile Plus," which improves customer response speed and accuracy through AI technology, as well as the unmanned consultation service "AI Voicebot" currently under development.
After inspecting the site, CEO Jo emphasized, "Artificial Intelligence (AI) should not be just simple intelligence but affectionate intelligence that empathizes with and helps resolve customers' needs and inconveniences."
Smile Plus is an integrated consultation system embedded with AI technology. It helps customers resolve product purchase, delivery/installation, membership, consultation, and service issues all in one place. It allows customer service representatives to view previous consultation histories of customers who have made inquiries via consultation calls, the official website, or the LG ThinQ app at a glance, saving consultation time and enabling more accurate service provision.
LG Electronics recently developed and applied an AI-based 'STT/TA (Speech To Text/Text Analysis)' function to this system. Since then, customer consultation services have been evaluated as faster and more precise. It can convert customer voice into text in real time, minimizing unnecessary tasks for consultants. It also prevents mistakes caused by mishearing customer inquiries. The AI learns from customer consultation content and understands the context of customer speech to suggest solutions. After several months of testing, 'STT/TA' reduced customer response time by 16% and communication errors by 26% compared to before.
LG Electronics is also developing the unmanned consultation service "AI Voicebot," where AI consultation consultants respond to customers, aiming to introduce it within this year. During peak consultation times or when connection delays occur, the "AI Voicebot" will handle customers' simple inquiries.
CEO Jo experienced the consultation service alongside consultation consultants and listened to vivid Voice of Customer (VOC) feedback. He visited the site as part of the 'Man·Deul·Dwe (Make·Do·Achieve)' project. The project aims to meet customers directly, hear customer experience innovation cases, and put oneself in the customer's position. It is a project that CEO Jo personally practices to strengthen customer-centric management. In June last year, he accompanied repair service visits for refrigerators and air conditioners to hear customers' voices firsthand at their homes. This year, he plans to visit key customer touchpoints (sales, delivery/installation, consultation, service, heating and cooling system maintenance) to experience the field directly.
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