LG Uplus Corp.’s AI-Powered Customer Platform Surpasses 6.1 Million Monthly Users

[Financial News] LG Uplus Corp.’s integrated customer platform U+one (Uplus One) recorded about 6.1 million monthly active users (MAU) last August. That was at least 1 million above the figure for October last year, before the customer service app and the membership app “Your U+” were integrated.
LG Uplus Corp. said on the 27th that Uplus One’s MAU reached 6,096,384 in August, its highest level since launch. That was an increase of 1.02 million, or 20.2%, from about 5.08 million in October last year, before the integration.
LG Uplus Corp. cited AI-powered telecom task processing and expanded content and benefits as factors behind the growth in users. The company said it had given customers more reasons to open the app by combining membership benefits and content with telecom services and adding AI search and personalization features. t-NPS (Net Promoter Score), a customer trust metric, also rose to about 1.5 times its level immediately after the platform launched in November last year.
Uplus One’s flagship “AI Search” feature is designed to help users find the information they need using everyday language, even if they do not know the exact name of a service or menu. When users ask, “Why is my bill higher than last month?” or “Do I have any unpaid bills?”, it checks the amount billed, discounts and whether any bills are unpaid, and explains the reason for changes in the bill.
At first, the feature tended to respond with lengthy explanations, but it has since been improved to show key information first. Autocomplete has also been added for customers who do not know the exact menu name or search term.
Recently, the platform has expanded its capabilities beyond search with “AI Agent,” which supports the completion of actual tasks. It recommends suitable services based on customers’ usage information and carries out the necessary tasks once customers confirm. Customers can get recommendations for roaming plans suited to their destination, travel dates and data usage patterns and sign up, or check and pay their bills in a single conversation. This allows them to continue the process within the conversation instead of having to check information and then navigate through multiple menus.
The “Plus (+)” tab, one of the main tabs at the bottom of the app, is a content and benefits hub designed to give users a reason to open Uplus One even when they have no telecom tasks to handle. It offers content on culture, travel, food and lifestyle, as well as information about telecom services and news about new devices and roaming. It also features curated content developed with specialist content partners such as Hyundai Card DIVE and Longblack, along with interactive content such as balance games, polls and comments.
The number of monthly users of Plus has at least doubled since launch. Customers who use Plus open Uplus One twice as often as those who do not, and their time spent on the platform is 5.3 times longer.
The platform also received recognition in external evaluations. LG Uplus Corp. ranked No. 1 in the mobile telecommunications category of the 2026 Digital Customer Experience Index (DCXI), organized by the Korean Standards Association, for the third consecutive year. Plus received a Platinum Award at ICT AWARD KOREA 2026 in recognition of, among other things, its expansion of customer-participation content.
Managing Director Kang Jin-wook, head of LG Uplus Corp.’s Mobile and Digital Business Group, said, “Uplus One is growing beyond an app for handling telecom tasks into a platform that customers return to in their daily lives. Going forward, through hyper-personalization, we will reduce the inconvenience of customers having to search for things themselves and provide an experience in which AI proactively makes suggestions and carries them through to execution when needed.”
[email protected] Yoon Hong-jip Reporter