The Korea Service Quality Index is an indicator that measures consumer satisfaction regarding service quality based on those who have directly used products or services. LG Electronics has been recognized for the excellence of its home appliance service quality in key evaluation categories, including accuracy, professionalism, authenticity, proactivity, ease of use, and social value orientation.
LG Electronics stated that it provides customized services based on an artificial intelligence (AI) and digital transformation (DX) based solution introduced to enhance convenience, offering differentiated services across all areas, including product purchasing, delivery, installation, consultation, repair, and care services.
The 'OneView' app used by service managers allows them to view customer product purchase information and past repair and consultation histories at a glance. This ensures that service managers can adequately prepare the necessary information before visiting the customer, enabling a more systematic customer response. The 'LG Smart Check' app, utilized on-site, allows service managers to diagnose product status and fault causes wirelessly without disassembling the product, reducing service time while increasing accuracy.
The GPS-based 'real-time situation management system' that tracks the location of service vehicles in the field also helps reduce customer inconvenience. LG Electronics explained that unexpected additional manpower or parts are often required on-site, and this system enables efficient service support.
The 'AI Repair Assistant,' which provides necessary information through conversation with the service manager or summarizes service results to inform the customer, is also enhancing the efficiency of service managers and service quality.
The OneView app is used not only for product repairs but also for consultation services, providing customers with quick and accurate solutions. If the product is linked to LG ThinQ, consultation consultants can remotely diagnose the product's status and guide on remediation methods. Simple inquiries can be resolved without wait time through the unmanned consultation system 'AI Voice Bot.'
The 'AI Consultation Assist' that converts consultation content into text in real-time and suggests solutions based on context also enhances consultation service quality. The AI Consultation Assist recognizes customer voices to provide past consultation histories or even gauge emotions based on voice volume and specific keywords.
Jung Yeon-chae, vice president of customer value innovation at LG Electronics, noted, "We will save customers' time and effort based on solutions derived from AI and DX."