LG U+ Introduces AI Consultation Advisor to Save Customers 1.17 Million Minutes a Month

LG Uplus announced on the 27th that the introduction of the 'AI Consultation Advisor', which understands customer questions and recommends customized consultation content, has reduced the total consultation time by about 1.17 million minutes per month.
Developed by LG Uplus, the 'AI Consultation Advisor' is applied to the AI Contact Center (AICC) used by consultants, providing assistance throughout the entire process from the moment a customer call is received to the tasks that need to be handled after the consultation ends. 
Recently, as AI is being integrated into various industries, the use of AI to improve customer convenience and the adoption of AICC in the Customer Experience (CX) field is accelerating. According to market research firm Allied Market Research, the domestic AICC market is expected to grow at an average annual rate of 23.7%, reaching approximately 454.6 billion won by 2030.
To lead the AICC market, LG Uplus developed the AI Consultation Advisor to reduce the workload of consultants and provide appropriate consultations to customers. After introducing the AI Consultation Advisor to the LG Uplus customer center in September last year, the average waiting time for connection per customer call was reduced by 17 seconds, and the call time was reduced by an average of 30 seconds, improving the overall consultation time by about 19%. Considering that an average of 75,000 consultations (excluding weekends, based on 20 working days) are received daily, it is analyzed that approximately 1.17 million minutes of customer time were saved in a month.
Seonam Hee, head of CV at LG Uplus, said, “We are continuously strengthening our efforts to ensure that the AI Advisor, which knows our consultants best, can be developed based on the 18 million consultation data accumulated annually through our customer center,” adding, “We will strive to create a virtuous cycle structure that satisfies even the companies that have introduced the AI Consultation Advisor through the efficiency of consultant work and improvement of customer convenience.”
The core of the AI Consultation Advisor developed by LG Uplus is the 'Agentic RAG' and 'AI In The Loop' technology. Through this technology, consulting staff can provide accurate guidance with the help of AI and focus on customer response.
Specifically, 'Agentic RAG (Retrieval Augmented Generation)' is a technology that allows AI to independently analyze the consultation content between the consultant and the customer, search for necessary information from within the company, and generate responses independently. It is a compound word of Agentic, meaning to judge and act independently, and RAG, a generative AI that searches and retrieves information from external sources.
In the case of Agentic RAG, it goes beyond simply searching and retrieving information to independently understanding situations and generating responses through autonomous decision-making. Because it goes through a kind of thinking process, it can provide answers to more than one question without any issues. For example, if a customer asks, “I heard there is something called eSIM, what is it?” it not only provides an explanation of eSIM but also offers subscription procedures and precautions for each customer case.
Before providing answers, LG Uplus further increased accuracy by reviewing and verifying whether the question's intent was met. According to LG Uplus's own analysis, the accuracy of the answers provided by Agentic RAG reaches 90%.
'AI In The Loop' is an AI technology designed to improve the accuracy of the procedure for classifying conversation content by topic after consultation. Previously, a complex process was required where consultants had to individually verify the accuracy of the consultation content summarized and classified by AI, which took a lot of time. AI In The Loop features verification of AI classification using another AI engine, and if incorrect, it learns and corrects itself. By utilizing AI throughout the entire process after consultation, classification accuracy and speed have been greatly improved.
In fact, analysis of the LG Uplus consultation center showed that while it took about 5760 minutes to classify 2000 consultations manually, using AI In The Loop, more than 3000 consultations could be completed in just 40 minutes. Through this process, the customer center has established a structure where AI can take charge of all areas other than consultation.
LG Uplus plans to develop and introduce 'AI Auto QA', which evaluates and provides feedback on consultation content using AI. AI Auto QA, expected to be introduced as early as the third quarter, is a technology where AI lists consultation content according to each criterion and provides results evaluated in a consistent manner. It incorporates the 'Graph of Thought', an AI command system that enables AI to evaluate each item correctly in parallel.
When AI Auto QA is introduced, consultants will be able to conduct better consultations through feedback analyzed by AI based on their consultation data. This is expected to lead to an overall improvement in consultation quality, resulting in increased customer satisfaction.
Additionally, LG Uplus plans to continuously enhance the AI Consultation Advisor to increase the overall consultation time reduction rate to 30%. It also aims to fully automate all tasks outside of consultation based on a precise understanding of consultants, allowing them to focus on important tasks.
Jeong Seong-gwon, head of IT/Platform Build Group (Senior Manager) at LG Uplus, said, “We are focusing on automating work processes using AI so that consultants can concentrate on listening to and communicating with customers,” adding, “We will continue to develop and enhance AI application areas to provide differentiated consultation experiences to customers.”

solidkjy@fnnews.com Koo Ja-yoon Reporter