LG Uplus targets zero customer service wait time via AI

LG Uplus has announced a strategic goal to achieve ‘zero’ customer service waiting time by 2030 through the implementation of an AI-native contact center. By utilizing its own customer service centers as testing grounds, the company has successfully reduced average connection waiting times from 47 seconds to 5 seconds, representing a 90% reduction.

The company’s AI Customer Center (AICC) model integrates three core technologies: intelligent callbots and chatbots that understand conversational context, AI counseling advisors that provide real-time speech-to-text and answer recommendations, and AI Auto QA for automated quality assessment.

LG Uplus plans to leverage this ‘insourcing-based AICC’ experience to expand into the B2B market. The company aims to grow its AICC business revenue by an average of over 50% annually, positioning it as a central pillar of its enterprise AI transformation (AX) business by 2030.