LG Uplus unveils next-generation customer service solution, delivering results from collaboration with OpenAI

According to The Financial News, LG Uplus will showcase its next-generation customer service solution, the "Agentic AI Contact Center (Agentic AICC)," at the Mobile World Congress (MWC) 2026, developed using open artificial intelligence (AI) technologies. The company plans to transform the customer service paradigm with a "human-centric AI" that can understand customer intent in real time and provide optimal answers and solutions.
The newly unveiled Agentic AICC is the result of a strategic business agreement in the AICC field signed between LG Uplus and OpenAI in July 2025. Since the agreement, OpenAI engineers have provided direct technical support, focusing on optimizing the response speed of the Large Language Model (LLM) and improving the accuracy of consultations.
LG Uplus had already laid the foundation for the Agentic AI Contact Center (Agentic AICC) market last year by launching its Agentic Callbot Standard. The Agentic AICC introduced this year is a more advanced model that goes beyond simple responses, establishing itself as an evolved agent that can make its own decisions and take actions.
Agentic AICC moves away from the traditional rule-based approach, which handled questions according to predefined scenarios. Instead, it is built on OpenAI's Large Language Model (LLM), enabling it to grasp the intent and context of customer utterances in real time and generate the most appropriate response. As a result, customers no longer need to use fixed phrases and can make inquiries in everyday language.
Even when the inquiry changes in the middle of a consultation or when complex requests are made, the AI continues the conversation naturally without breaking the flow. For example, if a customer asks about billing and then immediately requests a service change, the system can handle the follow-up request seamlessly without needing additional background explanations.
Agentic AICC goes beyond simple responses by incorporating a "Planning" function, which allows the AI to determine the priority and procedures of the consultation. This technology dynamically manages consultation-specific context, enabling the AI to analyze customer requests, establish its own consultation plan, and deliver accurate, reliable information while minimizing hallucination.
At this year's MWC, LG Uplus will also present the concept of "self-evolution" for its more advanced AICC. The LG Uplus AICC is designed based on an enormous volume of consultation data, totaling about 33 million cases per year, but it does not rely solely on past data. Through a feedback loop that converts customer reactions and problem-solving outcomes from new consultations into training data, the company is continuously upgrading the system.
This approach enables ongoing evolution by continually correcting response errors that occur during real consultations and improving the model. At its MWC Barcelona 2026 exhibition booth, LG Uplus plans to deploy a digital human consultant that embodies the self-evolution concept, giving visitors the opportunity to experience the technology firsthand.
Building on its proven operational experience with Agentic Callbot Standard last year, LG Uplus intends to further strengthen its competitiveness in the artificial intelligence contact center (AICC) market by adding Agentic technologies that can generate real-time consultation flows and learn autonomously. In particular, the company aims to maintain performance optimized for real customer service environments through ongoing collaboration with OpenAI's engineering team.
Ahn Hyung-gyun, head of the Enterprise AI Business Group at LG Uplus and executive director, stated, "The technology unveiled at this MWC is the result of continuous joint efforts by both companies since we announced our collaboration with OpenAI in July last year." He added, "We will continue to introduce innovative platforms that combine our global partnerships with our own AI capabilities to deliver tangible value to both customers and businesses."
mkchang@fnnews.com Jang Min-kwon Reporter