[AI Revolution]⑩ 'Making Daily Life Enjoyable' Ixi Like a Friend... LG Uplus

Artificial intelligence (AI) that helps connect people. This is the mission of 'ixi,' an AI brand created by LG Uplus using its own technology. Launched in October last year, ixi aims to be a friendly AI platform that makes customers' daily lives more enjoyable through AI and data. ixi serves as the core engine for LG Uplus's business-to-consumer (B2C) and business-to-business (B2B) services.

The model is introducing LG Uplus AI brand 'Ixy'.

ixi assists with tasks such as sports match predictions, customer service agents, and store guardians. If the German 'fortune-telling octopus' Paul was famous in 2010, in 2023, ixi takes on the role of predicting match outcomes. LG Uplus's sports community platform ‘Spoky’ analyzes sports game results and scores using the latest AI prediction technology. Based on game data, it not only predicts match outcomes with AI but also provides the top three most probable game scores. Following the 2022 Qatar World Cup, Spoky gained great popularity by live-streaming international sports events such as the 2023 World Baseball Classic (WBC). Starting from the 4th, it will introduce AI match prediction features for the 2023 Korea Baseball Organization (KBO) League. Using big data from the past two years, including team match results and player records, LG Uplus’s AI brand ‘ixi’ and the KBO League statistics specialist site ‘Statiz’ each provide predicted match outcomes. It also offers players’ fortune readings. As of the end of last month, just five months after its launch, Spoky has surpassed 10 million cumulative users.

ixi also acts as a customer service agent through callbots. When customers call the customer center, the AI engine converts speech to text, analyzes customer intent, and responds with appropriate consultation content via voice. The AI engine embedded in the callbot performs speech recognition, natural language understanding, customer intent analysis, and voice synthesis for responses after customer utterances. The process of summarizing consultation content can also be handled by the AI agent.

Conversations with the callbot are linked to the consultation system and saved as text and voice for review. It also analyzes customer complaint data. LG Uplus prioritizes applying callbots to consultation services such as customer billing inquiries and billing address changes. It plans to offer outbound services where callbots notify customers by phone about necessary services like home service outage checks, contract discount expirations, and fee adjustments.

Additionally, AI handles phone response tasks such as store information and automatic reservations on behalf of busy self-employed business owners. The AI contact center (CC) for small business owners operates based on AI engines including speech recognition and natural language understanding. It is specifically designed with data-driven intent inference and context-based conversation understanding methods to grasp customer intent and lead conversations. LG Uplus has integrated the chatbot 'Ask ChatGPT' into the dedicated app for the small business owner’s Our Store Package. This initiative aims to help customers easily access the latest AI technology and conveniently use services in their daily lives. LG Uplus is considering expanding this channel by continuously learning from data collected through ChatGPT to provide personalized product introductions and guide subscription procedures.

The AI CC for small business owners plans to expand from the food service industry to various other sectors such as beauty.

Hwang Hyun-sik, CEO of LG Uplus

LG Uplus applied AI when transforming its Internet TV (IPTV) service 'Uplus (U+) tv' into an online video service (OTT) TV with integrated search and recommendation features. It analyzes about 250 million VOD and live channel viewing logs to understand customers’ preferences and lifestyles. Customers can receive content recommendations tailored to their individual tastes.

Hwang Hyun-sik, CEO of LG Uplus, said, "We have consistently made efforts to internalize core technologies and strengthen development capabilities, achieving significant progress. Last year, we unveiled our own solution called 'ixi,' which is being utilized in new business areas such as IPTV, Spoky, and Idleulnara."

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