'AI Consultation Advisor' Technology Briefing Held
AI Assists Consultants Throughout the Customer Consultation Process
Provides Answers Through Autonomous Decision-Making
AI to Offer Feedback on Consultation Content... Planned for Introduction in Q3
LG Uplus is saving customers' consultation time by applying its self-developed artificial intelligence (AI) to its call centers. Through the 'AI Consultation Advisor,' which understands customer inquiries and recommends tailored consultation content, the company has reduced both waiting and consultation times by an average of about 1.17 million minutes per month.
On the morning of May 27, LG Uplus held a technology briefing at its headquarters in Yongsan, Seoul, where it introduced its independently developed 'AI Consultation Advisor.' The AI Consultation Advisor is an AI agent applied to the AI Contact Center (AICC) used by consultants, assisting them throughout the entire process?from the moment a customer call is received to the post-consultation tasks that need to be completed.
LG Uplus reduced customers' consultation time by an average of about 1.17 million minutes per month using its self-developed AI consultation advisor. The photo shows a consultant explaining the actual operation screen of the AI consultation advisor. Photo by LG Uplus
AICC refers to customer centers that utilize AI technology. According to Allied Market Research, the domestic AICC market is expected to grow at an average annual rate of 23.7%, reaching approximately 454.6 billion KRW by 2030.
Since the introduction of the AI Consultation Advisor to the LG Uplus customer center in September last year, the average waiting time per customer call has decreased by 17 seconds, and the average call duration has been reduced by 30 seconds, resulting in an overall reduction in consultation time of about 19%. Considering that an average of 75,000 consultations are received daily, the total consultation time saved in a month amounts to approximately 1.17 million minutes.
'Agentic RAG' that generates answers autonomously and 'AI In The Loop' that automatically classifies consultation content
LG Uplus reduced customers' consultation time by an average of approximately 1.17 million minutes per month by utilizing its self-developed AI consultation advisor. Photo shows a screenshot of the actual operation screen of the AI consultation advisor. Provided by LG Uplus
The core technologies of the AI Consultation Advisor developed by LG Uplus are 'Agentic RAG' and 'AI In The Loop.' These technologies enable consultants to provide guidance and focus on customer service with AI support.
Agentic RAG is a technology in which AI autonomously analyzes the conversation between the consultant and the customer, searches for necessary information from internal company resources, and generates answers independently. The term 'Agentic' refers to the ability to make judgments and take actions autonomously, while 'RAG' (Retrieval-Augmented Generation) is a generative AI that retrieves information from external sources.
The distinguishing feature of Agentic RAG is its ability to understand situations and generate answers through autonomous decision-making. Because it follows a reasoning process, it can provide answers to multiple questions without issue. For example, if a customer asks, "I've heard of eSIM, what is it?" the system not only explains what an eSIM is but also provides information on the subscription process and important considerations.
LG Uplus has improved accuracy by implementing a process to review whether the answers align with the intent of the questions. According to LG Uplus’s own analysis, the accuracy of answers provided by Agentic RAG reached 90%.
AI In The Loop is an AI technology designed to improve the accuracy of categorizing conversation content by topic after consultations. Previously, consultants had to manually check and assess the accuracy of AI-summarized and classified consultation content, which was time-consuming. With AI In The Loop, another AI engine verifies the accuracy of the classification, and if errors are detected, the system self-learns and corrects them.
By leveraging AI throughout the entire post-consultation process, both classification accuracy and speed have improved. According to analysis by the LG Uplus customer center, manually classifying 2,000 consultations took about 5,760 minutes, whereas with AI In The Loop, 3,000 consultations were completed in just 40 minutes.
AI to evaluate and provide feedback on consultation content... Planned for introduction in Q3
LG Uplus also plans to develop and implement 'AI Auto QA,' a system where AI evaluates consultation content and provides feedback. AI Auto QA (Quality Assurance), which may be introduced as early as the third quarter, is a technology in which AI organizes consultation content according to set criteria and provides results evaluated in a consistent manner. Once AI Auto QA is implemented, consultants will be able to receive feedback based on analyses of their own consultation data by AI.
Additionally, LG Uplus plans to continuously enhance the AI Consultation Advisor to increase the overall reduction rate of customer consultation time to 30%. The company also aims to fully automate all tasks other than consultations based on its understanding of consultants, enabling them to focus on critical tasks.
Namhee Seo, Head of Customer Value at LG Uplus, stated, "We are continuously strengthening our AI Advisor to become the one that understands consultants best, based on the 18 million annual consultation data accumulated through our own customer center," adding, "We will strive to create a virtuous cycle in which not only consultants’ work efficiency and customer convenience are improved, but also companies that adopt the AI Consultation Advisor are satisfied."
Sungwon Jung, Executive Director and Head of IT and Platform Build Group at LG Uplus, said, "We are focusing on automating work processes using AI so that consultants can concentrate on listening to customers' voices and enhancing communication," and added, "We will continue to develop and advance areas of AI application to provide differentiated consultation experiences to our customers."
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