LG Uplus announced on the 27th that it has successfully reduced the total consultation time by an average of about 1.17 million minutes per month using the 'artificial intelligence (AI) consultation advisor' that understands customer inquiries and recommends tailored consultation content.
The AI consultation advisor is an AI agent that assists throughout the entire process from the moment a customer call is received to post-consultation tasks, applied to the AI Customer Center (AICC) used by consultants. It was developed in-house by LG Uplus.
LG Uplus explained that since the introduction of the AI consultation advisor in September last year, the average waiting time for connection per call has decreased by 17 seconds, and the average call duration has been reduced by 30 seconds, resulting in an overall improvement of approximately 19% in consultation time.
Considering that an average of about 75,000 consultations are received on weekdays, it is analyzed that about 1.17 million minutes of customer time was saved over a month.
LG Uplus plans to continue enhancing the AI advisor to increase the overall reduction rate of customer consultation time to 30%.
The core technologies of the AI consultation advisor are 'Agentic RAG' and 'AI in the Loop.' Agentic RAG is a technology where AI autonomously analyzes the consultation contents between the consultant and the customer to search for necessary information from within corporate data and generate responses independently.
It is characterized by not just retrieving information but also understanding the situation and generating responses through autonomous decision-making. According to the company, the accuracy of responses reaches 90%.
AI in the Loop is a technology aimed at improving the accuracy of the procedure for categorizing conversation contents by topic after consultation. Previously, the consultant had to individually verify the consultation contents summarized and categorized by AI, which took considerable time, but this technology is said to greatly improve both accuracy and speed, LG Uplus noted.
LG Uplus plans to develop and implement 'AI Auto QA,' where AI evaluates consultation contents and provides feedback. It is expected to be introduced as early as the third quarter, allowing AI to categorize consultation contents according to each criterion and provide results evaluated in a consistent manner.