LG Uplus Introduces LLM to Roaming Chatbot: "Average Subscription Time Reduced to Under 1 Minute"

Chatbot Upgraded with LLM: Process Reduced from 10 Steps to 4
Customer Satisfaction Score Rises by 50 Percentage Points

LG Uplus announced on the 19th that it has introduced a large language model (LLM) into its roaming chatbot. According to LG Uplus, this functional upgrade has reduced the roaming subscription process from the previous 10 steps to just 4 steps, a decrease of about 60%.

By upgrading its roaming chatbot, LG Uplus shortened the existing 10-step process to 4 steps. If a customer enters a conversational sentence such as "I'm going to Da Nang from October 26 to 30, how do I set up roaming?" in the Uplus roaming artificial intelligence (AI) chatbot chat window, the chatbot recommends the most suitable plan based on the country and dates. Once the customer selects the plan and start time, the subscription is complete.

LG Uplus announced on the 19th that it has introduced a large language model (LLM) into its roaming chatbot to enhance customer convenience. An LG Uplus employee introduces the roaming chatbot. Provided by LG Uplus.

The previous rule-based chatbot required users to press pre-set question buttons to subscribe to roaming services or resolve queries about plans, which resulted in delays in getting the desired answers.

With this improvement, the time required to subscribe to roaming services through the chatbot has been reduced to under one minute on average, and the chatbot can now respond quickly to roaming issues that may arise abroad. Since the introduction of the LLM, the Net Promoter Score (NPS) for the LG Uplus roaming chatbot has increased by more than 50 percentage points compared to before.

The roaming chatbot now uses the LLM to understand conversational context, enabling customers to subscribe, change, or cancel services. To achieve this, LG Uplus has implemented a Self-Reflective Retrieval-Augmented Generation (Self-RAG) technology, which allows the LLM to self-reflect on its generated responses.

LG Uplus plans to gradually expand the application of LLMs to customer service as a whole, taking the introduction of the LLM-powered roaming chatbot as a starting point. Seo Namhee, head of Customer Value at LG Uplus, said, "We introduced the LLM to the chatbot to respond more flexibly to complex and diverse customer inquiries," adding, "We will further develop it into an AI agent capable of natural conversation to deliver a differentiated customer experience."