Jo Joo-wan, President of LG Electronics, Focuses on Customer Service System Inspection... "Continuous Innovation Through AI"

Inspection of DX Achievements and Counseling Center Situation Room
Encouraging Service Managers in Meetings

Jo Joo-wan, President of LG Electronics, inspected the status of the global customer service system.

LG Electronics announced on the 10th that President Jo conducted a focused inspection of domestic and overseas customer contact service systems the previous day at LG Science Park in Magok, Seoul.

President Jo urged, "We will continuously innovate customer touchpoints through artificial intelligence (AI) and digital technology to provide global customers with LG Electronics' unique differentiated service experience."

LG Electronics President Jo Joo-wan is checking the service operation indicators of over 50 overseas subsidiaries at the Overseas Service Comprehensive Situation Room in LG Science Park, Magok, Seoul, on the 9th. President Jo inspected the status of the advanced customer service system enhanced through AI and digital technologies. To prevent inconveniences for global customers amid frequent abnormal weather phenomena such as wildfires, heavy rains, and heatwaves worldwide, he also carefully reviewed the overseas situation.
[Photo by LG Electronics]

He closely examined the organizational integrated support system and DX achievements established to continuously improve service quality. President Jo reviewed ▲the real-time customer situation management system 'G-CAS' ▲'Customer One View,' which allows checking purchase, consultation, and service history all at once ▲'LG Smart Check,' which can determine product malfunctions through usage information without disassembling the product ▲and the unmanned consultation service 'AI Chatbot.'

He also inspected the global call center integrated control room that manages operational indicators of about 60 consultation centers under more than 50 overseas subsidiaries in real time. Among them, he carefully checked the utilization status of 'Hawkeye,' which quickly identifies and responds to global customer inconveniences. Hawkeye is a system that monitors consultation data and online trends to proactively find and improve customer pain points. He also reviewed the establishment of a 24-hour multilingual response system without boundaries of language, region, or time using AI consultation infrastructure. LG Electronics operates an integrated chatbot in the European region and plans to increase the mid-to-long-term unmanned consultation rate to 50%.

President Jo emphasized, "We must approach vast data with a new perspective to find indicators that can provide meaningful help to customers," adding, "We will continue DX activities to provide higher-level service experiences to customers around the world."

After inspecting the service system on-site, President Jo met with service managers and delivered a message of encouragement. He said, "Service is a precious golden time that can make customers love LG Electronics once again," and added, "I am proud of all of you who responsibly carry out your duties."