LG Uplus Wins Double Telecommunications Category Honors in Call Center Quality Index for Third Consecutive Year

[Financial News] LG Uplus is strengthening its customer center capabilities by using artificial intelligence (AI) to support counseling and manage quality. Under its “people-centered AI Contact Center (AICC)” strategy, AI handles simple inquiries while counselors focus on resolving complex issues and communicating with customers, improving both counseling quality and operational efficiency.
LG Uplus said on the 15th that it was named the top company in the mobile communications and high-speed internet and IPTV categories in the 2026 Call Center Quality Index (KS-CQI) survey conducted by the Korean Standards Association (KSA). It has been named the top company in both categories for three consecutive years, continuing its double win in the telecommunications category.
The Call Center Quality Index is a comprehensive measure of corporate call center service quality, evaluating factors such as reliability, courtesy, proactiveness, accessibility, expertise and empathy.
LG Uplus also received the operations award at the AX Contact Center Innovation Award in recognition of its achievements in innovating customer center operations through AI. The award is presented to companies that use AI technology to improve customer experience and counseling quality while enhancing operational efficiency.
LG Uplus has introduced AI- and digital-based self-service channels, including callbots, chatbots and visual ARS, at its customer centers so customers can handle simple inquiries themselves. When professional assistance is needed, customers are connected with counselors who address more complex questions.
AI is also being used to support counselors. The AI Consultation Advisor recommends information and knowledge suited to the counseling context in real time and assists with summarizing conversations and entering counseling codes. It helps counselors spend less time searching for information or completing documentation so they can focus on assisting customers.
LG Uplus is also operating its internally developed AI counseling quality management solution, AI Auto QA. Previously, quality was checked by sampling only some counseling sessions, but the solution now enables analysis of every session. It provides strengths and areas for improvement immediately after each session and is also used to enhance counselors’ capabilities and provide tailored coaching.
LG Uplus is pursuing a “people-centered AICC (AI Contact Center)” strategy in which AI handles repetitive tasks and information searches, while counselors focus on understanding customers’ circumstances and resolving complex problems. For customers aged 65 and older, it also provides 4S tailored counseling—Slow, Simple, Sympathy and Solve—taking their level of understanding and individual circumstances into account.
Seo Nam-hee, senior vice president in charge of customer value at LG Uplus, said, “We will continue to pursue AI-based innovation while strengthening our empathetic counseling capabilities so that we can deeply understand customers’ circumstances and emotions and build the customer center they trust most.”
[email protected] Yoon Hong-jip Reporter