LG Uplus Applies Big Data Platform 'GogaekCarePlus' to Operations

Automatic Classification of Customer Complaints into 283 Big Data Categories

The counselor is checking the customer interaction history through Customer Care Plus.

[Asia Economy Reporter Lim Hye-seon] LG Uplus announced on the 22nd that it has applied 'Customer Care Plus' to its customer center operations. Customer Care Plus is a solution that analyzes big data accumulated from customer experiences using algorithms and platforms developed by LG Uplus to predict and improve customer complaints in advance. It was developed to provide the best customized service within minimal consultation time to enhance customer response satisfaction.

This solution is equipped with a proprietary VOC (Voice of Customer) analysis engine that automatically classifies diverse and vast customer complaints into 283 types. The analysis engine analyzes all data daily from customer consultations regarding various causes and types of complaints experienced by customers, such as service quality, price, and company policies, as well as points of satisfaction and dissatisfaction, and systematizes the customer consultation content.

The complaint types classified through the analysis engine are represented by a quantified 'latent complaint index' considering the intensity and frequency of complaints. For example, customer complaints start at level 5; if call waiting time is long, it moves to level 4; if the same complaint occurs more than twice, it moves to level 3; and if another inconvenience arises, it automatically escalates to level 2.

Once complaint types and levels are classified, more than 300 customized care scenarios are automatically derived, including high-level latent complaints, billing inquiries, mobile and home quality, and emergency response.

Since last year, LG Uplus has been piloting Customer Care Plus and confirmed that service complaints decreased by more than 50% compared to the previous year. Additionally, praise and gratitude indicators for customer center consultations increased by 20%.

From mid-this month, the system will be opened to some customer centers, and from next month, Customer Care Plus will be utilized for some services in consultation operations at all customer centers nationwide.

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