LGU+ Saves 1.17 Million Minutes with AI Consultation, Aiming for 35 Billion Won in Related Revenue This Year

LG Uplus has successfully reduced the total consultation time by an average of approximately 1.17 million minutes per month with the introduction of the 'AI Consultation Advisor'. LG Uplus announced at a press conference held at its Yongsan office in Seoul on the 27th that it aims to achieve a B2B sales target of 35 billion won by enhancing AICC-related technology this year.

Attending the press conference were 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%

The '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 the AI Consultation Advisor to its customer center in September last year, the average call connection wait time per customer has decreased by 17 seconds, and the call time has also 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 have been saved in a 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 analyzes the consultation content on its own, finds the necessary information from within the company's internal data, and creates answers by itself. It is characterized by its ability to understand situations and generate answers through autonomous decision-making. The accuracy of the answers reaches 90%.

AI In The Loop improves the accuracy of the procedure of categorizing conversation content by topic after consultation. According to an analysis by the LG Uplus consultation center, it took about 5,760 minutes to categorize 2,000 consultations if done manually, but with AI In The Loop, it can be completed in just 40 minutes for 3,000 consultations.

■ AI also provides feedback on consultation content

LG Uplus plans to develop and introduce 'AI Auto QA', where AI evaluates consultation content and provides feedback. AI Auto QA, which is 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 the evaluation results in a consistent manner. It incorporates the 'Graph of Thought', an AI command system that 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 have set a target of about 35 billion won for this year."


solidkjy@fnnews.com Reporter Koo Ja-yoon