AI Understands Customer Intent and Conversational Context
Automated Consultation Achieved with 'Agentic AICC'
LG Uplus announced on the 16th that it has launched 'Agentic Callbot,' the country's first subscription-based callbot service powered by generative artificial intelligence (AI) technology utilizing OpenAI's technology.
A callbot is an AI phone response service that automates customer consultations. By applying agentic AI technology, the system can understand customer intent and conversational context in real time, enabling it to naturally handle even complex inquiries. It also integrates with various applications to provide consultation services tailored to the customer's purpose.
LG Uplus announced on the 16th that it has launched 'Agentic Callbot,' the nation's first subscription-based callbot service utilizing OpenAI's generative artificial intelligence (AI) technology. An LG Uplus employee is introducing the Agentic Callbot. Provided by LG Uplus
Traditional rule-based callbots could only respond to simple and repetitive inquiries according to predetermined scenarios. In contrast, the Agentic Callbot can interpret expressions and situations and control systems without prior training, utilizing large language models (LLMs) and retrieval-augmented generation (RAG).
LG Uplus expects that the introduction of the Agentic Callbot will reduce consultation times and improve the completeness of customer service.
The Agentic Callbot can be used in customer centers across a variety of industries, including manufacturing, distribution, services, hospitals, universities, and facilities. For example, in hospitals, the AI can answer calls, check existing reservations, process reservation changes, and send confirmation messages upon completion.
To ensure the stability and security of the Agentic Callbot, LG Uplus has implemented guardrails to protect customer conversations and personal information. The company manages service quality through dashboard-based real-time monitoring and statistics.
LG Uplus plans to introduce an agent service that connects multiple LLMs and features 'Speech to Speech (STS)' capabilities, which process speaking (speech synthesis), listening (speech recognition), and reasoning in real time via API, all based on OpenAI's multimodal LLM.
Jung Younghoon, Executive Vice President of Enterprise AI Business at LG Uplus, stated, "We will solve the complexity of customer consultations with AI so that consultants can focus on their core work, and provide a complete consultation experience through Agentic AICC. We also plan to introduce additional Agentic AICC services by leveraging various technologies from OpenAI."
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