LG U+ “AI Consultation Advisor Saves Customers 1.77 Million Minutes Monthly.. This Year’s AICC Revenue Target 35 Billion” (Comprehensive)

LG Uplus has succeeded in reducing the total consultation time by an average of about 1.17 million minutes per month with the introduction of the 'Artificial Intelligence (AI) Consultation Advisor'. LG Uplus held a press conference at its Yongsan office in Seoul on the 27th and announced that it aims to achieve a B2B revenue target of 35 billion won by enhancing AICC-related technology this year. The press conference was attended by Jeong Seong-gwon, CTO IT Platform/Build Group Director (Executive Director), Lee Jin-hee, CTO New Service Development Lab Director, and Seo Nam-hee, CX Center CV Director.
■ Total Consultation Time Reduced by 19%
‘AI Consultation Advisor’ is an AI agent that assists throughout the entire process from the moment a consultant receives a customer's call to post-consultation processing. Since LG Uplus introduced AI Consultation Advisor to its customer center in September last year, the average call connection waiting time per customer has decreased by 17 seconds, and the call duration has decreased by an average of 30 seconds. The total consultation time has been reduced by about 19%. Considering that an average of 75,000 consultations are received per day on weekdays, it is analyzed that about 1.17 million minutes of customer time are saved per month.  
The core technologies of the AI Consultation Advisor are 'Agentic Retrieval-Augmented Generation (RAG)' and 'AI In The Loop'. Agentic RAG is a technology where AI independently analyzes consultation content and finds necessary information within the company's internal data to create answers autonomously. It is characterized by understanding the situation and generating answers through autonomous decision-making. The answer accuracy reaches 90%. 
AI In The Loop improves the accuracy of the procedure of categorizing conversation content by topic after consultation. According to LG Uplus consultation center analysis, it took about 5760 minutes to categorize 2000 consultations manually, but with AI In The Loop, it can be completed in just 40 minutes for 3000 consultations.
■ AI Also Provides Feedback on Consultation Content
LG Uplus plans to develop and introduce 'AI Auto QA', where AI evaluates and provides feedback on consultation content. AI Auto QA, expected to be introduced as early as the third or fourth 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' AI command system, which allows AI to correctly evaluate each item in parallel.
LG Uplus plans to continue enhancing the AI Advisor to increase the overall consultation time reduction rate to 30%. 
LG Uplus provides AICC services, including call bots and chatbots, to over 70 client companies. Seo Nam-hee, CX Center CV Director, said, "AICC is expected to play an important role in transitioning the B2B business," adding, "As of May this year, we have recorded about 20 billion won in B2B sales, and we are targeting about 35 billion won this year."



solidkjy@fnnews.com Koo Ja-yun Reporter