South KoreaTechnology and telecom2024 – ongoingLG Uplus
AI contact center
LG Uplus cut the average wait for a human agent from 47 to 5 seconds with AI call bots and agent assist
Problem
The telecom operator's 17 customer centres handle tens of millions of contacts a year. When demand peaked, customers waited to reach an agent and agents carried a heavy load.
Approach
Simple requests such as bill checks and service sign-ups are handled by AI call bots and chatbots, about 8 million inquiries a year. Calls that need a person go to an agent, while an "AI consultation advisor" shows the agent relevant information and suggested answers in real time. An AI tool also evaluates consultations against a common standard. The company uses its own centres as a test bed and sells the same functions to business customers.
Results
Takeaway
LG Uplus used its own customer centres to test AI functions before selling them to other businesses. The figures compare 2024 with 2026 and do not separate the effect of AI from other changes in that period.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovationProduct and service innovation
- AI technology
- Conversational and voice AIGenerative AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
LG Uplus announced its "AI-native contact centre" strategy. It reports the average wait for an agent fell from 47 seconds in 2024 to 5 seconds in 2026, about 90%, and handling time fell 16%, with about 8 million inquiries a year handled by AI. It also sets 2030 targets of zero waiting and over 50% annual growth in contact-centre revenue.
Hankyung reported LG Uplus's wait-time and handling-time figures from its press briefing the same day. The company tested the technology at its 17 centres and set targets for 2030.
Full details are in the original sources.
