LG Uplus Introduces AI-Based Automated Callbot to Hospital Customer Centers

Based on EXAONE AI Model
Enhancing Consultation Response Accuracy

On April 22, LG Uplus announced that it has begun full-scale operation of its artificial intelligence-based medical consultation concierge service (AI Contact Center, hereafter AICC) at a hospital located in Bundang-gu, Seongnam-si, Gyeonggi Province.

The AICC introduced at Barunsesang Hospital is a service that uses an AI callbot to respond to patient inquiries in real time. For incoming calls to the hospital's main line, the AI automatically handles simple and repetitive requests such as appointment confirmation, changes, and cancellations, directions to the hospital, and certificate issuance. Human consultants are able to focus on more complex and specialized consultations. The system can also provide automated responses during non-business hours, such as at night or on weekends.

By adopting the AICC, Barunsesang Hospital has been able to improve consultation quality and offer more differentiated patient services. Since October of last year, LG Uplus has analyzed actual hospital data and refined its scenarios over a six-month pilot period, successfully handling more than 200 automated responses per month during this time.

LG Uplus possesses the capability to provide integrated systems required for hospital customer centers. Drawing on its experience supplying telecommunications and consultation systems to more than 200 hospital contact centers nationwide, and in collaboration with its specialized partner Nascalab, the company has developed customized solutions that can interface with hospital-specific systems such as OCS (Order Communication System) and EMR (Electronic Medical Record).

Leveraging STT/TA (speech-to-text and text analysis) technology based on the internally developed large-scale AI model 'EXAONE' by LG AI Research Institute, the company has enhanced natural language understanding and consultation response accuracy. The service also offers a range of advanced features, including AI consultation support that provides real-time information based on key keywords during calls, as well as automatic summarization of consultation content.

Kim Hyunmin, Head of LG Uplus Northern Metropolitan Enterprise Customer Division (Executive Director), stated, "Going forward, we will continue to expand AI consultation services that enhance customer experience across various industries, including healthcare, retail, and finance, through AI technology."