"If Abusive Language Is Detected During a Call, the Call Is Ended and the Incident Is Reported"... LG Uplus AI Makes It Possible

Abusive Language Detection Added to AI Biz Call
Real-Time Blocking of Abusive Language... Improved Accuracy
Trained on 770,000 Abusive and Harassment Sentences

LG Uplus announced on the 28th that it has introduced an AI-based automatic abusive language detection feature to its enterprise call solution.

LG Uplus announced on the 28th that it has newly introduced an AI-based automatic abusive language detection feature to its enterprise call solution, AI Biz Call. The photo is an AI-generated image of a model demonstrating the AI Biz Call abusive language detection feature.

LG Uplus operates an enterprise call application called AI Biz Call, which allows employees to use their company phone number on their smartphones. As of the end of last month, around 30,000 lines had been activated, mainly by field staff such as teachers, public institution workers, and customer service personnel. This update was developed to reduce the mental burden caused by complaint calls and to create a safer call environment.

The abusive language detection feature detects inappropriate utterances such as profanity or abusive language from the other party in real time during calls and notifies the user with a vibration alert. If the user presses the report button, the AI automatically ends the call and notifies a designated company administrator of the incident. Through this, employees can reduce unnecessary stress, and companies can improve both job satisfaction and the quality of customer service.

This feature is the first case of applying LG Uplus’s self-developed on-device AI, ‘ixi’, to a smartphone application. Previously, voice recognition (STT) had to be processed after the call ended, but with this update, abusive language can now be blocked and responded to in real time during the call.

Response speed and stability have been improved, and the on-device approach has also strengthened privacy protection. According to internal performance tests by LG Uplus, the feature demonstrated an industry-leading accuracy rate of over 95% in fields such as public administration and healthcare.

LG Uplus enhanced detection accuracy by training the AI with approximately 770,000 abusive and sexual harassment sentences, based on its own customer center consultation data and call data from general companies, including teachers and public officials.

Going forward, LG Uplus plans to expand AI Biz Call’s features so that AI functions can be incorporated into various work scenarios such as text messages and face-to-face meetings, enabling it to serve as a work assistant. In the medium to long term, the company expects to expand the service into a ‘work agent’ by integrating it with customer relationship management (CRM) systems and groupware used by clients.

Joo Eomgae, Executive Vice President of LG Uplus’s Wireline Business Division, said, “The automatic abusive language detection feature was developed to reduce the real difficulties faced by employees in the field,” adding, “We will continue to create tangible value that users can experience through AI Biz Call.”