LG Uplus "7 out of 10 Customers Use 'Digital Consultation'"

[Asia Economy Reporter Koo Chae-eun] It has been revealed that among LG Uplus’s daily average of 280,000 customer consultations, 188,000, accounting for 67%, use ‘digital consultation’ without connecting to a human consultant.

LG Uplus announced on the 15th that the number of digital consultations through chatbot, customer center app, and ARS (Automated Response System) increased sharply by 37% over the past two years. During the same period, direct connections to human consultants decreased by 23%. LG Uplus reported that daily average customer consultations through ▲ AI chatbot consultant ‘Ubot’ ▲ mobile customer center app ▲ ARS increased from 137,000 in 2017 to 188,000 in 2019, an increase of about 37% or more. On the other hand, direct connections such as ▲ phone consultations ▲ chat consultations decreased by about 23.1%, from 124,000 in 2017 to 95,000 in 2019.

An LG Uplus official explained, “Currently, about 283,000 consultations are conducted daily, of which only about 33.5% involve connection to a human consultant,” adding, “Considering that in 2017, connections to human consultants accounted for nearly half (47.3%) of the total, customers are rapidly shifting toward ‘digital consultation.’”

LG Uplus sees the reasons for customers’ preference for ‘digital consultation’ as fast processing times and high accessibility. When accessing the LG Uplus homepage via PC or mobile, the AI chatbot ‘Ubot’ is representative, allowing consultations anytime and anywhere. Customers can quickly handle tasks such as applying for or changing plans, paying bills, and transferring data through ‘Ubot.’ In addition, inquiry tasks such as checking membership and events can be done without waiting time.

LG Uplus plans to continuously expand services, expecting the number of ‘digital consultation’ customers to increase further in the future. An LG Uplus official urged, “Recently, due to the COVID-19 situation, as customers refrain from going out, daily average customer consultations for home services including IPTV have increased by about 3,000 to 5,000 compared to usual. In such cases, using digital consultation enables faster processing, so we hope many customers will use it.”

This content was produced with the assistance of AI translation services.