MOU Signed with OpenAI for AI Contact Center Development
Simultaneous Use of LG Exaone and OpenAI API
Next-Generation Agentic AICC to Launch Officially in the Second Half of the Year
LG Uplus is collaborating with OpenAI to develop an agentic artificial intelligence (AI) contact center (AI Contact Center·AICC).
On July 28, LG Uplus announced that it had signed a memorandum of understanding (MOU) with OpenAI for the development of an AICC solution. Through this partnership, LG Uplus will apply OpenAI's technology to develop AI agents for customer service.
LG Uplus announced on the 28th that it has signed a memorandum of understanding (MOU) with OpenAI to develop AICC solutions. At the signing ceremony held at OpenAI's Singapore office, Hyungkyun Ahn, head of LG Uplus Enterprise AI Business Group (left), and Andy Brown, head of OpenAI Asia-Pacific Business, posed for a commemorative photo. Provided by LG Uplus
LG Uplus believes that if AI agents capable of handling both general inquiries and areas requiring expertise and accuracy are developed, it will contribute to improving productivity and efficiency for enterprise clients.
Through this collaboration, LG Uplus will pursue a multi-engine strategy by combining the 'Exaone' model from LG AI Research with OpenAI's application programming interface (API). Specifically, the Korean language specialization of Exaone will continue to be applied to customer service areas such as speech-to-text (STT) and summarization. In addition, by integrating OpenAI technology, LG Uplus will offer model combinations tailored to the service objectives and characteristics of each client.
LG Uplus plans to enhance both the quality and efficiency of customer service by combining the strengths of Exaone, which is capable of both general and inferential tasks, with OpenAI models. At the same time, the company will strengthen its competitiveness in the business-to-business (B2B) market by providing customized agentic AICC services that recommend and deliver model combinations suited to each client's business characteristics and requirements.
Furthermore, LG Uplus intends to expand the application of multi-engine-based technology to various areas in its own customer center, such as chatbots, automated quality assurance (AutoQA), and customer service advisors, to further improve operational efficiency. The company will also broaden the use of multi-engine technology in its in-house customer center services.
LG Uplus plans to officially launch services based on the next-generation agentic AICC in the second half of this year.
According to Ahn Hyungkyun, head of the Enterprise AI Business Group at LG Uplus, "Automating customer service using AI technology is not just about improving corporate productivity or providing convenience; it is a core means of creating innovation in customer experience. We will launch the agentic AICC, created by combining the AI technologies of OpenAI and LG, in the second half of this year and accelerate our efforts to target the B2B AI market."
Andy Brown, Head of Business for Asia-Pacific at OpenAI, said, "LG Uplus is creating an outstanding example of how AI can meaningfully transform customer service. We are very proud that OpenAI's technology is contributing to LG Uplus's ability to provide efficient, rapid, and personalized customer experiences."
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