LG Electronics to Introduce Cloud Call Centers in 11 Countries This Year

Recent Introduction of Cloud Call Center in US Corporation Followed by Expansion to 10 Countries Within the Year
Agents Can Access the Cloud and Work Regardless of Location
Converting Call Content to Text Facilitates Monitoring

[Asia Economy Reporter Kim Hyewon] LG Electronics will introduce cloud call centers in 11 countries this year.

LG Electronics recently introduced a cloud call center at its US subsidiary and announced on the 6th that it plans to expand to 10 additional countries including Italy, Vietnam, Brazil, Canada, France, and Australia by the end of this year. The domestic introduction is scheduled for early next year.

Call center agents can work using cloud call centers regardless of location, such as at home or in the office, as long as they have access to a PC and the internet. In pandemic situations like COVID-19, agents do not need to work in crowded spaces, reducing concerns about mass infections. Customers can also receive consultations smoothly, increasing service satisfaction.

The cloud call center uses the STT (Speech to Text) function that converts customer consultation content into text, allowing quick identification of frequently mentioned or priority issues during consultations to manage customers effectively.

When call volumes are high and customers cannot connect directly to agents, the cloud call center guides customers to receive consultations through their preferred messengers or the chatbot on the LG Electronics customer service website. In the future, it plans to inform customers of the expected waiting time.

The cloud call center can quickly respond to environmental changes by simultaneously applying new services such as chatbots and visual ARS across multiple subsidiaries.

The solutions being introduced this time are Amazon Connect from Amazon Web Services (AWS) and Genesys Cloud from Genesys.

LG Electronics call centers prioritize customer satisfaction and provide customized consultation services. In particular, domestically, they offer various consultation methods such as voice recognition ARS, visual ARS, and AI chatbots, allowing customers to conveniently receive services in their preferred way.

Yoo Kyumoon, Executive Vice President and Head of LG Electronics CS Management Center, said, "We will consider various ways to improve service quality at customer touchpoints with the goal of providing the best customer service."

Previously, LG Electronics was selected as an excellent home appliance service company in the '2020 Call Center Quality Index (KS-CQI)' hosted by the Korea Standards Association last year.

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