LG Uplus Unveils Customer Service Solution Powered by OpenAI Technology at MWC26

LG Uplus announced on the 25th that it will unveil its next-generation customer service solution, "Agentic AICC," developed using OpenAI technology, at MWC26, the world's largest mobile communications exhibition.

The Agentic AICC to be unveiled this time is the result of a strategic business agreement (MOU) in the AICC (AI Contact Center) field signed between LG Uplus and OpenAI in July last year. Following the agreement, OpenAI engineers participated in technical support, focusing on optimizing the response speed of the large language model (LLM) and improving the accuracy of consultations.

Agentic AICC is an advanced model that enables AI to perform the role of an "agent" that judges and acts on its own. Moving away from the existing rule-based approach, which processes questions according to predefined scenarios, Agentic AICC uses OpenAI's large language model to understand the intent and context of customer utterances in real time and generate answers. Users can make inquiries in everyday language instead of fixed expressions, and the flow of conversation is maintained even when complex requests arise during the consultation.

Agentic AICC is equipped with a "planning" function, in which AI independently determines the priority and procedure of each consultation. By using technology that dynamically manages consultation-specific context, it analyzes customer requests, establishes its own consultation plan, and minimizes hallucination phenomena to provide accurate information.

At this MWC, the concept of AICC "self-evolving" will also be presented. LG Uplus AICC is designed based on approximately 33 million consultation cases per year, and it continuously improves its performance through a "feedback loop" that converts customer reactions and problem-solving outcomes generated during consultations into training data. This allows the model to be advanced by repeatedly correcting response errors that occur in real consultations. LG Uplus plans to deploy a "digital human" consultant applying the self-evolving concept at its MWC26 exhibition booth.

Ahn Hyunggyun, Head of the Enterprise AI Business Group at LG Uplus, said, "The technology unveiled at this MWC is the result of joint development by the two companies following the collaboration declaration with OpenAI in July last year," adding, "We will continue to introduce innovative services that combine global partnerships with our own AI technologies."