LG Uplus unveils AI contact center technologies to transform customer experience

LG Uplus has unveiled core technologies and services for its AI-based contact center, or AICC, with plans to transform the customer experience across every stage of contact center operations — from consultations to post-call quality management and service improvement.

The company announced Tuesday that it is participating in AXIS 2026, Asia's largest AI transformation (AX) conference, where it is showcasing its AICC capabilities and business vision.

AXIS 2026 is a specialized AX conference organized by Korea Management Association Consulting (KMAC). The conference runs through Thursday at COEX in Gangnam-gu, Seoul.

LG Uplus has set up an exhibition booth to introduce its key AICC technologies and services. The company is presenting an end-to-end AICC solution that uses AI to connect every phase of contact center operations — from creating and validating counseling agents to supporting human agents, and from post-call quality management to service improvement.

At the core of the solution is the "AI Orchestration Engine" (AOE), which integrates the AICC's various functions into a single system. The AOE analyzes customer speech and context, links the appropriate AI agents with relevant knowledge and capabilities, and controls how each function operates throughout the consultation process.

The "Agentic AI Counseling Bot" handles complex customer inquiries by carrying out the full cycle of lookup, judgment, execution and guidance. For example, if a customer says they plan to travel to Japan from Aug. 1 through Aug. 10, the AI identifies the customer's roaming needs and travel details, recommends a suitable product, and walks them through the sign-up process and outcome.

The creation and validation of AI counseling agents is also automated. With "Text to Agent," an operator enters consultation tasks and requirements in plain language, and the AI generates a counseling agent by building out consultation scenarios, workflows and the necessary application programming interfaces (APIs). "Agent Evaluator" then pre-validates policy compliance and consultation quality through simulated interactions.

The "AI Counseling Advisor" analyzes conversations between customers and agents in real time, recommending relevant knowledge as needed. It also supports agents by automating consultation summaries, code recommendations and post-call processing, freeing them to focus on the customer.

After a call ends, "Auto QA" automatically analyzes consultation quality and identifies areas for improvement, supporting quality management and agent coaching. "VOC Insight" mines accumulated consultation data to pinpoint key customer pain points and their root causes, then suggests directions for improvement.

"LG Uplus plans to continue developing its AICC so that AI and human agents can work together to deliver a better customer experience," said Seo Nam-hee, executive vice president of LG Uplus's AICC Product Tribe.