LG Uplus unveils AI customer feedback analysis system

[Courtesy of LG Uplus]

South Korea’s third-largest wireless carrier LG Uplus Corp. announced on Wednesday that it is operating a ‘VOC LAB’, which analyzes and processes up to 2 million customer service center consultations per month using artificial intelligence (AI).

The VOC LAB is a digital transformation (DX) strategy task that is in line with President Hwang Hyeon-sik’s instructions to “reflect customer voices in all business areas.” It also functions as a search system that allows employees to check customer inquiries and improvement requests.

By entering a keyword, employees can listen to and confirm the full text of related consultation contents.

It is also possible to read summaries automatically generated by AI learning in the form of keywords and sentences, as well as compare and analyze customer inquiries and cases.

The company plans to sophisticate the system to enable the VOC LAB to learn from employee feedback as well moving forward, as well as expand it into business-to-business (B2B) services such as artificial intelligence contact centers (AICC), in the second half of 2024.

“We will grow the VOC LAB into a system that serves as the foundation for our three main strategies of customer experience (CX), digital transformation, and platform enhancement,” a senior LG Uplus official in charge of customer value innovation said.